Scheduling Analyst

Job Summary:

As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customer's needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

About Team:

What you'll do:

• Schedule Creation and Optimization

  : Develop and generate agent schedules using NICE IEX, ensuring proper staffing across 15+ management units to meet service level commitments while addressing schedule constraints.

• Headcount Tracking

  : Monitor and track agent headcount to ensure accurate staffing levels, providing regular updates to the Scheduling Manager and operations partners.

• Staffing and Schedule Recommendations

  : Analyze staffing allocation data to provide actionable recommendations on staffing adjustments, schedule changes, and time-off allotments, ensuring alignment with operational demand.

• Time-Off Allotment Management

  : Manage time-off groups and allotments using NICE IEX Time Off Manager, ensuring compliance with current policies while maintaining staffing levels.

• Cross-Functional Collaboration

  : Partner with key stakeholders (e.g., operations, command center and forecasting team) to align scheduling processes, address dependencies, and improve overall efficiency in a high-volume environment.

• Tool Utilization

  : Use NICE IEX for scheduling data, short term planning, and time-off management, Quick Base for manual schedule change requests, Excel and Power Bi for data analysis.

• Metric Analysis

  : Analyze occupancy, utilization, ASA, demand volume, and shrinkage to identify scheduling inefficiencies, providing insights to improve agent productivity and service level performance.

• Process Improvement

  : Support efforts to reduce manual interventions (e.g., Quick Base tickets, manual break scheduling) by identifying opportunities for automation and efficiency within NICE IEX.

What you'll bring:

• 2+ years of experience in workforce management or scheduling in a call center environment.
• Proven experience with NICE IEX or similar workforce management tools (e.g., Verint, Calabrio).
• Familiarity with high-volume call centers (1,000+ agents preferred).
• Strong analytical skills with expertise in analyzing occupancy, utilization, and shrinkage metrics.
• Proficiency in NICE IEX, Quick Base, Excel (e.g., pivot tables, VLOOKUP), and Confluence.
• Excellent attention to detail and problem-solving abilities.
• Effective communication and collaboration skills to work with cross-functional teams.
• Ability to manage multiple priorities in a fast-paced environment with manual processes.

About Walmart Global Tech

Benefits: