Schedule Analyst

Role & responsibilities

• Generate and maintain agent schedules to maximize resource efficiency.
• Conduct scheduling analyses and recommend staffing adjustments.
• Create and manage new hire schedules and department shift bids.
• Maintain monthly workbooks with call statistics and forecasts.
• Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.
• Manage outbound dialer campaigns across carriers.
• Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
• Build and maintain WFM and Operations SharePoint sites.
• Analyse trends and identify opportunities and recommend efficiencies and implement changes.
• Maintain Standard Operating Procedures (SOPs) and process documentation.
• Identify automation opportunities and recurring system issues. Recommend and implement process improvements to enhance productivity and customer satisfaction.
• Adhoc Responsibilities as assigned

Preferred candidate profile

• 3-5 years of experience in Workforce Management within a call centre environment.
• Proficiency in WFM tools (IEX & Verint)
• Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.
• Advanced Excel skills and mathematical proficiency.
• Excellent verbal and written communication skills.
• Ability to work flexible hours, including weekends if required. • Strong organizational and time management skills.
• Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.
• Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.
• Understanding of forecast accuracy and its impact on scheduling.
• Ensure schedules comply with labour laws, break compliance, and company policies.
• Maintain audit-ready documentation for scheduling changes and approvals.
• Ability to run scenario planning and what-if simulations for staffing changes.
• Strong data interpretation skills to translate scheduling data into actionable insights.
• Experience with multi-site or international scheduling environments.

  * Graduation Mandatory.

  • Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.