Staffing Specialist

Job Locations US-TX-Dallas
Post Begin Date 5 days ago(7/21/2021 10:40 PM)
Requisition ID
2021-34954
Category
Corporate
Employment Type
Regular Full-Time
Department
99-Customer Support & Services

Overview

Southwest will provide a stable work environment with equal opportunity for learning and personal growth.  Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Responsibilities

WORK ACTIVITIES/CONTEXT:

  • Maintains and monitors all processes related to daily staffing and call allocation.
  • Monitors incoming call volumes and ensures efficient distribution accordingly.
  • Receives and records all CS&S sick and FMLA calls.
  • Enters and approves/denies schedule exception events for all Centers.
  • Analyses "current day" staffing needs and adjusts CS&S Center staffing based on analysis.
  • Assists in monitoring/troubleshooting all call allocation products and tools.
  • Performs Special projects/tasks assigned by Leaders.
  • Must be able to meet any physical ability requirements listed on this description.
  • May perform other job duties as directed by Employee’s Leaders.

Qualifications

BASIC QUALIFICATIONS:

  • High School Diploma, GED or equivalent education required.
  • Must be at least 18 years of age.

 

WORK EXPERIENCE: 

  • Must have basic knowledge of ACD Real-time screens and reporting (any system).
  • Must have Call Center Workforce Management experience.
  • Must be proficient using Microsoft Excel

 

PHYSICAL ABILITIES:   

  • Able to lift, bend, stand, or sit for extended periods of time.
  • Ability to type and/or use a computer keyboard with sufficient speed and accuracy to meet the demands of the job.

 

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

  • Must be able to create/manipulate MS Excel spreadsheets and their formulas as needed to analyze data.
  • Ability to quickly learn software application operation/development.
  • Working knowledge of CS&S Center operations would be beneficial.
  • Must possess excellent communication and problem solving skills.
  • Must demonstrate and maintain an extremely high regard for confidential and sensitive information.
  • Must possess excellent organizational skills.
  • Must be able to work under tight time constraints to accomplish assignments and projects.
  • Ability to meet the public and work in la limited space with constant interruptions.
  • Must be able to effectively communicate verbally by telephone and face to face.
  • Must possess good written communication skills.
  • Must be able to comply with Company attendance standards as described in established guidelines.

 

OTHER QUALIFICATIONS:

  • Work nights, weekends, and holidays as needed.
  • Work extended hours as directed by Leader.
  • Provide 24x7 on-call staffing/call allocation support to CS&S Center Leadership.
  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
  • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

 

Southwest Airlines is an Equal Opportunity Employer of women, minorities, qualified disabled, and covered veterans. Qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or veteran status.

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