Scheduling Analyst

Job Responsibilities:

• To maximize efficient utilization of resources for schedules that have been released in the most cost-effective way i.e., holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively always ensuring sufficient coverage to deliver contractual requirements consistently.
• Ensuring that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
• Understand key metrics and financial drivers for all contracts and use this knowledge to drive performance improvements.
• Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner.
• Tracking Training batches and learning curve for New Hires including proficiencies.
• WFM schedule optimization and maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year.
• Regular Schedule Adherence reporting for Operations and operate within the scheduling efficiency KPIs.
• Generates and evaluates staffing schedules through simulations and update into scheduling system.
• Generates short and long-term staffing models and provides recommendations to scheduling teams based on analysis.
• Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate.
• Monitoring all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities.
• Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross-site campaigns where one site will need to take a lead role.

Needs to Have

• 3+ years of WFM Experience with RTA and Scheduling.
• Resource Planning experience is preferred.
• A working knowledge of WFM tools for scheduling, such as IEX and Verint is a must. Other WFM tool knowledge is an added advantage.
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel.
• Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.

About You

• Smart, detail-oriented, organised, proactive and a self-starter.
• Analytical, logical, and practical in approach to solving complex problems.
• Should possess the ability to convey thoughts and concepts effectively, accurately, and concisely, and provide information to all stakeholders.
• Collaborative and ability to maintain strong follow through on actions.
• Excellent critical thinking skills.
• Must possess strong quantitative, analytical, and technical aptitude skills.
• Must demonstrate excellent interpersonal skills with all stakeholders.