IDEXX Laboratories, Inc. (NASDAQ: IDXX), is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. We are seeking a Contact Center Queue & Scheduling Coordinator based at our corporate headquarters in Westbrook, Maine.

JOB SUMMARY:

Use current and historical call volume information and call center performance metrics to ensure that the team is meeting daily customer and departmental expectations. Uses the electronic Call Management System (CMS) and Workforce Management System (WMS) to monitor and modify coverage making real-time adjustments to contact center staffing.

PRIMARY DUTIES AND RESPONSIBILITIES: 

•  Uses CMS and WFM to monitor real time data associated with the workload. Makes adjustments as needed to best meet department / customer expectations.
• Uses forecast to proactively identify daily trouble intervals and makes schedule adjustments to minimize impact.
• Monitor agent states to ensure that they are within goal
• Update and maintain all schedule exceptions as it relates to the intra-day performance forecast. 
• Identify and report trends/ patterns
• Build, update, and maintain WFM reports
• Track and maintain daily log events relating to the business

MINIMUM QUALIFICATIONS:

EDUCATION:

• Bachelor’s degree or equivalent combination of education and experience is preferred.

EXPERIENCE:

• 1-2 years of experience in customer service in a fast paced contact center environment
• Proven experience in a staffing related analytical role

REQUIRED SKILLS AND ABILITIES:

• Knowledge of AVAYA skill routing and change management systems preferred
• Knowledge of staff planning is preferred
• Intermediate knowledge of Excel
• High degree of dependability
• Ability to adapt quickly to change
• High level of interpersonal communication skills with the ability to communicate effectively with all levels of management.
• Ability to prioritize and execute multiple tasks
• Strong sense of detail and proven organizational skills

PHYSICAL DEMANDS:

• Requires significant time working at a computer.
• Requires sufficient visual acuity to work easily with video display.
• Requires periods of extended sitting.

WORK ENVIRONMENT: 

• Busy office environment

No unsolicited Employment Agency resumes are accepted.