Workforce Management Scheduling Analyst

Job description

POSITION SUMMARY

 

The WFM Scheduler analyst plays a critical role in our organization by ensuring optimal staffing levels to meet operational demands. This position involves the strategic scheduling of staff across various departments, balancing workforce needs with operational efficiency. The ideal candidate will have a strong analytical background, excellent organizational skills, and the ability to adapt to a dynamic work environment, ensuring at all the business rules will be accomplished during scheduling process.

 

KEY RESPONSIBILITIES

 

·  Develop and manage effective scheduling systems to ensure adequate staffing levels across all departments.
·  Guide operations through effective schedules plan and provide necessary trainings and support to departmental managers and staff on scheduling practices and WFM tools.
·  Monitor schedule adherence, overtime and create governance to track the historical results.
·  Support operations with schedule change requests analyzing impacts in WFM KPIs and operations customer support coverage.
·  Understand staffing needs and solve any scheduling conflicts.
·  Manage the day to day operations of the department.
·  Continuously evaluate and adjust schedules to optimize staffing efficiency and meet operational needs.
·  Address and resolve scheduling conflicts and challenges in a timely manner.
·  Ensure that all scheduling practices comply with organizational policies and labor laws.
·  Analyze trends and forecast staffing needs to anticipate future scheduling requirements.
·  Support WFM Team leadership with insights regarding FTE optimization and scheduling improvement opportunities.
·  Develop and support internal local team with WFM main processes including Scheduling, Real Time Analysis, Reports and KPIs Dashboards.
·  Create day off, break, training, daily huddles, overtime scheduling.
·  Monitor efficiency and prepare reports / presentations with important highlights and suggested action plans to keep results within the targets (SLA, AHT, ASA, Shrinkage, etc).

 

QUALIFICATIONS AND EDUCATION REQUIREMENTS

·  High School Diploma or Equivalent, coupled with a minimum of 1 year’ experience in a workforce management contact centre.
·  Demonstrated success in establishing and driving service excellence.
·  Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects, Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.
·  Experience with Visual Basic and SASS preferred but not required.
·  Intermediate PowerPoint and Excel skills.
·  Excellent organizational and time-management abilities.
·  Previous knowledge in Workforce KPIs (Shrinkage, Absenteeism, Vacation, Attrition, etc.)

 

 

69163 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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