Analyst, Planning & Scheduling

Key Responsibilities:

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
• Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
• Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups e.g., IEX entities etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
  

Desired Skills:

• Bachelor's degree in related field from a college or university along-with two to four years of relevant experience - preferred
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills
• Highly Proficient in Microsoft Office tools.
• Ready to work in dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency and works well under pressure.
• Strong attention to detail.
• Highly professional and able to develop strong business partnerships.
• Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys.
  

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R1637607