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Workforce Scheduling Analyst

Job Category:

Information Tech

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Job Description and Qualification:

Job Description

The WFM Team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support. The Workforce Scheduling Analyst is responsible for creating and maintaining a rolling 4 weeks of schedules that are accurate, fair and meet the business requirements.


  • Maintain 4 weeks rolling published schedules 

  • Annual vacation process 

  • Coordinate with training team to make cross training recommendations 

  • Ad hoc requests (ex. extended hours, flexible schedules, queue consolidation) 

  • Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues 

  • Provide regular updates to leaders and staff regarding service and staffing conditions 

  • Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on-line and off-line staffing 

  • Provide communication and direction to leaders and staff in the implementation of Service Level Action Plans 

  • Input changes to associates schedules into Verint in an accurate and timely manner 

  • Complete other tasks as needed to meet daily operational requirements 

  • Optimize / Redeploy staffing to improve service and cost 


  • Previous scheduling experience is a must 

  • Previous experience with Back-office WFM preferred 

  • Experience with Verint an asset 

  • Strong analytical and problem-solving skills 

  • Strong technical skills; comfortable learning and effectively using a wide variety tools and software 

  • Strong communication skills, both written and verbal 

  • Strong interpersonal skills 

  • Strong organization and time management skills 

  • Good understanding of basic BPO metrics and overall BPO operations 

  • Flexible, ability to adapt quickly to change 

  • Self-motivated, able to work effectively under minimal supervision 

  • Ability to motivate and positively influence others 

  • Strong team player 

  • Demonstrated professionalism 

  • Able to juggle concurrent priorities and multi task 

  • Ability to work under pressure 

  • Required to work flexible hours and evening