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Workforce Scheduling Analyst

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Job Level:

Entry Level

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Close date:


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Job Description and Qualification:

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Key Accountabilities of the Team

· Maintain the skill matrix

· Input changes to agent schedules into Verint in an accurate and timely manner

· Attend to email inquiries, schedule adjustment requests and ad hoc tasks

· Create and maintain a min. rolling four weeks of schedules for the business you support

· Responsible for the execution of the annual vacation planning process and input

· Coordinate with Trainers to make cross-training recommendations

· Maintain accurate, effective schedules for all CSP's ensuring proper coverage in multiple queues

· Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

· Ensure schedules are optimized to meet service level and service level consistency targets

· Partner closely with Intraday and Forecast team

· Maintain accuracy of Verint as it relates to changes in employee status, new hire classes, queue consolidation, and inactive id’s.

Skills & Competencies Required in the Role

· Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service

· Strong time management skills

· Ability to multi-task

· Excellent attention to detail

· Excellent analytical and problem-solving skills

· Ability to apply judgment in decision making

· Ability to thrive in a fast-paced, structured, and ever-changing environment

· Embraces change

· Excellent communication (both orally and written) and presentation skills.

· Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with internal partners to drive results.

· Ability to work independently or in a team

· Should have excellent problem-solving and negotiation skills.