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.

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.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.