Job Description
Scheduling/Real Time Analyst
Responsibilities to include but not be limited the following
* Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
* Enforce real time adherence in all Work Types and Markets within the scope of operation
* Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
* Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
* Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
* Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
* Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
* Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
* Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
Recommended Qualifications
* 3+ years of tenure in WFM intraday and scheduling positions
* Proven experience in operating and directly handling a scope of more than 500 FTEs
* Proven experience in scheduling distribution/bidding of more than 2000 FTEs
* Creative and problem solving oriented
* Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
* Excellent communication skills
* Proactive and able to take decisions based on real time situations
* Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
* Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
* Studies in Engineering, Business Administration, or related fields
* Experience working with internal/ external stakeholders in multiple geographic regions