Customer Service Call Center Planner and Scheduler - City

PAY AND FAIR LABOR STANDARDS ACT (FLSA) STATUS:

Pay Range:  514

Hourly Rate:  $32.49 - $49.66 

FLSA Status:  Exempt

The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.

APPLICATION, HIRING, AND BACKGROUND

• When completing the application, applicants will be asked to respond to application questions.  These application questions are based on the Job Requirements for the position.  
• Completion of the application questions is required. 
• Applicant responses to the application questions must specifically answer the questions asked. 
• Responses to application questions must be supported by work history/information listed on the application/resume, sufficient to demonstrate qualifications for the position.  
• Applicants may upload only two attachments.  Attachments may include, but are not limited to a resume, cover letter, DD214 or NGB Form 22, transcripts, etc.  Applicants may also choose to combine documents into one file for upload.  
• Applications may not be reviewed if specific responses to application questions have not been provided.
• Each application submission is reviewed independently.  

For detailed information about the City’s hiring and background processes, check out the:  Quick Guide to Hiring and Background Checks

If you have questions, check out the:  Frequently Asked Questions

TOTAL REWARDS

At the City of Oklahoma City, our Total Rewards package is designed to honor your service, fuel your growth, and support every part of your life.  We offer:

• Competitive pay
• An average of $22,000 annually contributed toward your benefits and retirement
• A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development

Explore all the ways we invest in you: City of Oklahoma City Total Rewards

DEPARTMENTAL INFORMATION

This position is responsible for workforce management in a call center, forecasting call volumes, creating schedules, monitoring real-time performance and analyzing data to balance service levels and agent productivity.

JOB SUMMARY

This position is located in the Customer Service Division of the Utilities Department with the City of Oklahoma City and is under the direction of an immediate supervisor. The Customer Service Call Center Planner and Scheduler is a full proficiency, para-professional classification responsible for ensuring the efficient use of resources and preparing plans and production schedules to coordinate operational and maintenance activities. Essential job functions include: creating routine to complex work schedules to determine scheduling sequence and lead time of each project or operation activity to meet forecasted master schedule; analyzing call volume and data; and performing mathematical calculations to schedule personnel and equipment requirements for prompt call pick-up, correct account information, accurate billing, and satisfactory issue resolution. The employee plans and schedules workflow for each resource and/or operation according to previously established sequences and lead times, and other operations for guidance of personnel. The Customer Service Call Center Planner and Scheduler confers with department supervisors and management to determine status of projects and facilitate project completion according to schedule, expedites operations activities that delay schedules, alters schedules to meet unforeseen conditions and prepares production reports.  The employee may provide functional supervision to nontechnical staff, with work products subject to review by a division manager or an immediate supervisor. 

VETERANS PREFERENCE

Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of hono