Workforce Scheduler

Job Description

Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.                                                                                                            

Position Description

Under direct supervision of the Workforce Manager and/or Director, this position is responsible for creating, editing, and modifying schedules for the Owner Support department.  Using current software or other approval means to publish and maintain accurate resources for the Club Operations employees and usable reporting for the leadership staff.  Communicates with supervisor and department leader’s areas of deficiencies in scheduling and plans to mitigate risks that may impact business objectives and financial goals.  Keep abreast of cyclical shifts in owner support business as proactively schedules staff accordingly.

Essential Duties & Tasks

• Effectively uses email and workforce management software to update published schedules, schedule changes, time off requests, overtime requests.
• Maintains excellent record keeping of agent schedules to track and report on attendance and payroll compliance.
• Assists with real time monitoring of schedule adherence & calls.
• Provides feedback on observations of workforce deficiencies to immediate supervisor with a full understanding of call center operations.  Applies good judgment when making decisions as it pertains to workforce management.
• This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.

  Education/Experience

• High School diploma.
• Minimum of one year of experience with workforce management/planning.

Physical Demands

While performing the duties of this job the employee may be required to sit or stand for extended periods of time.  Will be required to bend, twist, reach, push, pull, and operate office machinery.  Must be able to lift up to thirty pounds.  Specific work assignments may change without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Working Conditions

The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.

Work Schedule/Hours

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.  Must be flexible to work outside of departmental operating hours.