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Specialist Command Center Workflow

J o b D e s c r i p t i o n

Job Profile Title:	Specialist Command Center Workflow
Job Code:	16138
Profile Title:	16138 Specialist Command Center Workflow
Grade / Band:	08
FLSA Status:	Non-Exempt
The Workforce Management Specialist creates and implements scheduling solutions utilizing innovative software supplying staffing to all departments appropriate to dynamic business demands. The employee delivers on S.H.O.W. basics to all internal customers including staff and management teams in a collaborative and supportive environment.

Principal Duties & Responsibilities
Subject matter expert on Workforce Management software and processes; track, monitor, and communicate all system issues and downtime
Create scheduling solutions for departments that account for current business demands as well as exceptions
Collaborate with department leaders to ensure accurate staffing levels and to formulate efficiency strategies
Suggest scheduling changes and create new business models
Discover new best practices to enhance staffing while following current labor agreements and adhere to all ethical and equity when managing the scheduling process
Determine the balance between optimum scheduling, service expectations and current legal/legislative requirements
Work as a team completing daily schedule operations, such as leave requests and call outs
Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA and AHT on a daily, weekly, and monthly basis

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
High School Diploma, GED or equivalent		Required
Bachelor's Degree or equivalent experience	Or work experience in a related field	Preferred

Work Experience
Experience	Experience Details	Required/ Preferred
2+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ Preferred
Work varied shifts, including weekends and holidays	Required
Previous experience utilizing Virtual Roster and Kronos software	Preferred
Bi-lingual	Preferred

Knowledge, Skills and Abilities
KSAs
Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying __pounds			X
Clear speech - simple				X
Clear speech - complex			X
Climbing	X
Distant vision			X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling		X
Lifting __pounds		X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing - 5 hours minimum			X
Typing __w.p.m.				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone			X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold	X
Extreme heat	X
Fast pace				X
Hazardous conditions - chemicals		X
Hazardous conditions - high structures		X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors				X
Restricted area				X
Shifts				X
Smoke			X
__% Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents			X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex			X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex			X