MOHAWK

  • Call Center Scheduler

    Business Site US-GA-CHATSWORTH
    Job ID
    2018-35162
    FLSA Status
    NonExempt
    Company
    MOHAWK
    Job Group
    Customer Experience
  • Overview

     

    Mohawk Industries is the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Pergo,Quick-Step and Unilin. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

    Responsibilities

    Analyzes data related to the optimization of staffing to ensure consistent adherence to the desired customer service level at the lowest cost.

    • Reviews and monitors agents for adherence to staffing requirements.
    • Assists in the scheduling of work time, breaks, lunches, vacation, absences, and all changes relative to work scheduling that affects the department’s ability to manage the call volume.
    • Creates and publishes schedules for the call center agents based on statistical and real time needs.
    • Assists in forecasting, preparing, and presenting workforce requirements for upcoming week, month, and rolling twelve months.
    • Participates in the implementation and maintenance of workforce management systems and tools as well as ownership of their configuration and utilization.
    • Creates and distributes daily/weekly/monthly performance reports and trends to leadership. 
    • Monitors and reports agent adherence concerns to the supervisors.
    • Pro-actively monitors call trends, performance measurements. Investigate the ebb and flow and reports reasons or concerns to leadership as needed.    
    • Communicates with clients, peers, management and sales and marketing in both written and verbal form
    • Performs other duties as required.

    Qualifications

    High School Diploma or General Education Degree (GED)

    Two years’ professional job-specific work experience

    Working knowledge in the following areas:  Microsoft Excel, Word and PowerPoint, Business Writing concepts and techniques, Customer Service Skills with knowledge of CMS Supervisor/Workforce Management/Verasmart Call Reporting or other tools used to manage call center workflow.  

    • Ability to analyze and interpret statistical data
    • A successful academic or work background indicating a demonstrated ability to absorb information, apply conceptual skills in practical application, and achieve desired results in a technical operating environment.
    • Good oral, written, and interpersonal communication skills to effectively interact with internal and external customers and all levels of management.
    • Ability to prioritize and manage time effectively.
    • Works well with others to attain business and team

    Mohawk Industries, Inc offers a comprehensive compensation package that includes a wide variety of benefit options so that individuals can tailor plans that are right for him or her. Benefits include health care with a prescription card, dental/vision, disability, life insurance, 401(k) plan with company match, employee purchase discounts, tuition reimbursement for undergraduate and graduate programs and much more.

     

                                                                   EOE Minorities/Females/Protected Veterans/Disabled

     

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