Workforce Scheduling Analyst

The Workforce Scheduling Analyst possesses a strong knowledge of scheduling and forecasting principles in a large multi-client Customer Solutions Contact Center environment. The Analyst is responsible for providing and maintaining optimal schedules for Experts to ensure business and client goals are met monthly, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using scheduling and reporting tools, the Workforce Scheduling Analyst completes scheduling responsibilities and provides analysis and recommendations to Operations to support a rapid decision-making process. The incumbent will coordinate and adjust Expert schedules to maintain appropriate staffing levels and acts as a key point of contact and communication within the enterprise.

The Workforce Scheduling Analyst possesses a strong knowledge of scheduling and forecasting principles in a large multi-client Customer Solutions Contact Center environment. The Analyst is responsible for providing and maintaining optimal schedules for Experts to ensure business and client goals are met monthly, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using scheduling and reporting tools, the Workforce Scheduling Analyst completes scheduling responsibilities and provides analysis and recommendations to Operations to support a rapid decision-making process. The incumbent will coordinate and adjust Expert schedules to maintain appropriate staffing levels and acts as a key point of contact and communication within the enterprise.

DUTIES & RESPONSIBILITIES:

• Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinkage for all assigned forecast and staff groups.
• Create and maintain optional employee schedules to achieve monthly servicing and efficiency targets.
• Create, administer, and optimize forecast and staff groups to minimize labor costs while constrained by servicing requirements, labor laws, and company policies.
• Produce reports and conduct ad hoc analysis, as necessary, leveraging data from Workforce Management systems.
• Lead the department through shift bid processes to optimally align Experts with customer demand.
• Lead cross-functional solutioning to solve service level and/or Efficiency challenges.
• Structure scheduling for training to minimize impacts to servicing and labor costs while ensuring that all training is completed in advance of need.
• Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of servicing outlooks and action plans, when appropriate.
• Act as a central point of contact for the servicing and scheduling of assigned lines of business; conduct staffing reviews with Operations leaders as needed.
• Execute timely and appropriate actions to balance staffing levels by coordinating offline requests between Operations and the Learning and Development teams.
• Follow and encourage workforce and scheduling best practices to ensure workforce planning standards are being utilized across regions to maintain data integrity
• Meet with key stakeholders of workforce software and tools to develop and implement training material.
• Coordinate and communicate holiday scheduling trends, guidelines, and action plans.
• Troubleshoot unexpected scheduling issues as they arise, resolving them quickly and updating stakeholders in a timely manner.
• Other duties as assigned
  
  

EXPERIENCE:

• 2-4 years of prior workforce scheduling experience required.
• Experience using WFM Software with Aspect eWFM preferred.
• Strong analytical/problem solving skills.
• Comfortable with new technology platforms and a continual cycle of change.
• Ability to work with minimal supervision as well as an active member of a team to meet goals consistently.