Schedule Analyst

Role & responsibilities

• Creating schedules, handling shift changes/swaps, monitoring agent adherence to schedules, and providing timely updates to operations teams.
• Should be able to generate schedules, using workload as well as Erlang method.
• staff rosters, shift rotations, and agent availability to ensure optimal service levels and operational efficiency
• Analysis Strong Analytical skills
• Maintain data integrity
• Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
• Should be open to change, Multi-tasking skills
• Accurate and Timely reporting
• Client Management Internal and External
• Meeting client requirements within TAT and with accuracy
• Ability to handle high level data analysis and data
• Ensure All SLAs related to business in terms of MIS like Service Level, Abn % etc are met consistently
• Should look at revenue enhancement opportunities within the Business
• Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue

Preferred candidate profile

• Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
• Should have exposure to Aspect/IEX/BP standard WFM tools
• Should be sound in his knowledge of Avaya CMS
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

Should be able to think on the feet to make decisions related to steps which would impact business