With supervision, perform a variety of duties related to attendance and record keeping; monitor workforce management systems and timekeeping systems for accuracy. Schedule agents based on business needs, partner with management for schedule adjustments, accurately assess data and information to maintain schedule adherence records.

Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment
Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system
Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities
Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures
Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs
Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs
Create, load, and update shifts and schedules into the workforce planning system
Effectively assess and optimize schedule breaks and lunches to support business needs
Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis
Act as the first line of support across multiple Customer Service Systems
Job Specifications
Typically has the following skills or abilities:
Two to four years of general call center experience
General knowledge of telephone, database, and intranet systems
Proficient with word processing and spreadsheet applications
Strong communication and interpersonal skills
General knowledge of workforce management principles and procedures
Efficient user of Microsoft Office Outlook, Excel, and Word
Experience working in a shared services environment
Demonstrated flexibility to work in a fast-paced environment
Strong critical thinking, problem identification, and solving skills
Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Compensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

Salary Ranges: $17.85 - $28.88

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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As a regular part of doing business, VSP Vision (“VSP”

Workforce Planning & Attendance Coordinator at VSP Vision