Workforce Scheduling Analyst
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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.
Responsibilities:
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
Qualifications:
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
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