Workforce Management Scheduling Specialist

  • Location
    Cedar Rapids , Iowa
  • Category
    Office, Clerical & Administrative - Administrative Assistant
  • Job type

Adecco is currently assisting a local client in their search to fill an exciting Workforce Management Scheduling Specialist role in Cedar Rapids, IA! Apply now if you meet the qualifications listed below!

Workforce Management Scheduling Specialist
6-12 Months (contract)
Monday – Friday
$17.56 / hr.

Specific Duties
Assists in effectively administering the daily workflow of all 3 Customer Service Centers (AZ, IA, & MD) to achieve service level and processing objectives, while supporting high-quality customer contacts and related work processing tasks. Responsibilities include:

Processing time-off requests

Processing On Trak requests

Processing Unplanned Absence Tracking forms

Processing adherence override forms

Scheduling events such as meetings, training, and other off phone situations

Responding to emails in a shared WFM mailbox (will be assigned one of the 3 sites)

Interacting with associates, team leaders and managers

Updating of schedules in workforce optimization software for non-phone based groups

Managing call-outs (taking calls, inputting information in the system and tracker)

Carryover (15%): Balance workload to ensure the timely completion of assigned WFM responsibilities. This includes but is not limited to time off requests, adherence overrides, schedule trades and other processing tasks.

Processing Quality (30%): Update all relevant systems to accurately complete the processing of time off requests, adherence overrides, LOA notices, schedule trades and other misc. tasks.

Customer Satisfaction Survey Results (30%): Cultivate and preserve professional relationships with WFM customers

Auxiliary Assignments (25%): Effectively complete additional tasks, responsibilities and/or special projects assigned on a permanent, semi-permanent or as needed basis.

Must Have:

Requires high school diploma or GED and1-2 years of related work experience

Call center management software experience strongly preferred (NICE IEX system)

Working knowledge of Microsoft Office applications (Word, Excel, etc.)

Strong written and verbal communication skills

Strong organizational skills and attention to detail

Minimum 2 years of experience in a customer service/volume call center environment

Previous experience in workforce management/command center preferred, but not required

Strong analytical skills

Self-starter and independent

Team-oriented and results driven

BA/BS degree in Business OR equivalent work experience preferred

How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to

If you have any questions surrounding the application process, please feel free to reach out to Malisa Castillo at

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_2_022862_397363