Overview

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

WFM Real Time Analyst I-Grade B1

Job Description