Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Requisition ID # 152842
Job Category: Customer Support / Operations
Job Level: Manager/Principal
Business Unit: Customer & Comms
Work Type: Hybrid
Job Location: Sacramento
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers through the interactions that our employees deliver. Everything we do starts with the customer and our information about the customer. As a leader in Contact Center Operations, you will coach and develop other leaders so that they can inspire our co-workers who interact with our customers daily.
Position Summary
Contact Center Operations Leadership is responsible for the management/co-management of day-to-day operations of a Contact Center location. Incumbents develop and implement strategies, plans, programs, and initiatives which align with and contribute to the Contact Center’s and the company’s purpose, virtues and stands.
This position is hybrid, working from your remote office and our Sacramento, CA office, approximately 2 - 3 days per week or as business required.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.
A reasonable salary range is:
Bay Area Minimum: $114,000.00
Bay Area Maximum: $182,000.00
OR
California Minimum: $108,000.00
California Maximum: $173,000.00
Job Responsibilities
Qualifications
Minimum:
Desired:
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