City of Austin - JOB DESCRIPTION
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City of Austin - JOB DESCRIPTION |
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Customer Service Scheduling Analyst |
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| FLSA: | Standard/Non-Exempt | EEO Category: | (60) Admin/Supp |
| Class Code: | 12346 | Salary Grade: | GC6 |
| Approved: | August 16, 2005 | Last Revised: | September 11, 2017 |
| Purpose: | |||
| This position is responsible for collecting and analyzing call flow data, modeling and creating staff schedule, and operational administration of the call center telephony applications for the Austin Energy Customer Care Call Center Unit. This includes generating schedule projections for all call center and customer service operations to ensure optimal service levels while containing costs and ensuring that adequate coverage is maintained | |||
| Duties, Functions and Responsibilities: | |||
| Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. 1. Creates, monitors and evaluates daily scheduling for Customer Service Representatives working multiple shifts. 2. Monitors all incoming call flow to ensure that calls are routed correctly and that all call resumes are updated throughout the day to meet customer call flow demand. 3. Maintains Call Center data operational databases and scheduling data for operation analysis and process all scheduling changes to meet the staffing level needs for each shift. 4. Creates daily performance reports on call center operations and staff, and provide projections and monthly reports for management as needed. 5. Reviews and recommends leave and standby requests based on call-flow analysis and available resources and staffing levels required. |
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| Responsibilities - Supervisor and/or Leadership Exercised: | |||
| None | |||
| Knowledge, Skills, and Abilities: | |||
| Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. Knowledge and experience with high-volume call center operations. Knowledge of utility rules and regulations. Knowledge and experience using databases and spreadsheets. Knowledge of city practice, policy and procedures. Skill in oral and written communication. Skill in handling multiple tasks and prioritizing. Skill in using computers and related software. Skill in data analysis and problem solving. Skill in planning and organizing. Ability to work with frequent interruptions and changes in priorities. Ability to quickly recognize and analyze irregular events. Ability to establish and maintain good working relationships with other city employees and the public. Ability to perform mathematical calculations. |
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| Minimum Qualifications: | |||
| Graduation with a Bachelor’s degree from an accredited college or university plus two (2) years of relevant work experience. Experience may substitute for the education up to the maximum of four (4) years. |
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| Licenses and Certifications Required: | |||
| None | |||
| This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. |