Job Title: Remote Scheduling Coordinator
Company: Johnson Controls
Industry: Industrial Machinery Manufacturing
Experience Level: Entry level
Employment Type: Full-time
Job Functions: Administrative
Location: Remote

About Johnson Controls:

At Johnson Controls, we revolutionize the environments where people live, work, learn, and play. As the global leader in smart, healthy, and sustainable buildings, we strive to enhance building performance to benefit individuals, communities, and the planet.

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Job Description:

What You Will Do:

As a Workforce Coordinator, you’ll manage resource allocation in a multi-site call center environment, focusing on short-term capacity planning and operational performance monitoring. Your responsibilities include creating staffing plans, analyzing forecast variables, and making tactical recommendations for continuous improvement. Additionally, you’ll generate reports, analyze data, and contribute to operational success.

Responsibilities:

• Assist the Resource Desk and Business Analyst to ensure smooth operations.
• Conduct data mining and analysis to identify patterns and anomalies.
• Monitor NICE CXOne Real-Time to optimize staffing levels.
• Perform schedule change impact analysis.
• Balance resources across various call center types for optimal service levels.
• Utilize NICE/IEX data to recommend staffing and call/alarm management strategies.
• Track daily absenteeism and tardiness.
• Maintain off-phone exception times for agents and provide first-level support.

Requirements:

• Professionalism, organization, and multitasking abilities.
• Strong customer service attitude and process management skills.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to work independently and collaboratively in a team environment.
• Flexibility to adapt to changing shifts on short notice.
• Capacity to handle confidential/sensitive information with discretion.
• Dependability and excellent attendance record.

What We Look For:

• Proficiency in Workforce Management Software, SQL, and MS Access (preferred).
• Experience with NICE CXOne and NICE IEX (a plus).
• Knowledge of MS Office suite and advanced Excel skills.

Compensation:

Hiring Compensation Range: $49,000 – $60,000 USD (Salary based on applicant’s education, experience, skills, and market alignment). This position offers a competitive benefits package.