Workforce Management Analyst (Scheduler)

Hiring for WFM- Planning & Scheduling

Experience 5+ Years

Role and Key Responsibilities:

· Understanding of Capacity Plan, scheduling and rostering.

· Skill-Based Scheduling for in-house agents

· Define agents according to skills and proficiencies

· Compares over/under staffing with total staffing hours. Measures the effectiveness

and quality of scheduling.

· Review the projected performance for the sites on a near-term basis. i.e. weekly/

fortnightly.

· Build, review and plan requirements based on forecasting information for

production headcount by day by interval for the supported time framerequirements base don KPI such as in and out of office shrinkage.

· Review the projected scheduled performance and review over/ under.

· Take corrective action on the over/ under analysis and make recommendation on

schedule changes, reskilling, realignment of agents across sites

· Review DOW and Intraday Patterns and Support VTO/OT/PTO requests