SUMMARY:
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POSITION INFO:
Scheduling Analyst Job Description
The Scheduling Analyst will work closely with the operations. You will develop and maintain up-to-date scheduling information, ensuring that data is accurate about current staff or employees. It will measure performance, monitor scheduling effectiveness, update scheduling changes, and make reports based on analysis.
Scheduling Analyst Position Summary
The Scheduling Analyst is responsible for developing an efficient set of schedules for the contact center staff based on the forecasts provided by the Forecasting Analyst. Our company operates 24x7 with multiple locations around the world. The objective of this position is to optimize service and consistency of results to ensure the most efficient use of the staffing resources balanced with maximum employee retention.
Scheduling Analyst Job Responsibilities and Requirements
· Track all elements of staff shrinkage on an interval basis to use in the development of the schedules. Identify all reasonable shift definitions that can be used to match the changing demand.
· Maintain strong relationships with the operational supervisors/team leaders and agents and collaborate with them to identify opportunities for improvement in both efficiency and agent satisfaction.
· Identify and maintain compliance with any regulations, rules, or agreements that affect scheduling of personnel.
· Develop knowledge of call routing systems to ensure schedules match the call distribution rules.
· Identify needed schedules for projected hiring to assist Human Resources in recruiting staff for these shifts.
· Maintain schedule assignment ranking system database. Manage the shift bid process to ensure compliance with the ranking system rules.
· Identify and plan for team meetings, training, coaching, and other off-phone tasks.
· Develop and maintain vacation and other time off planning and utilization.
· Work with individual requests for schedule changes for future weeks balancing center needs and agent needs.
· Optimize breaks and lunch placements two weeks prior to the work week and communicate changes to the workforce.
· Develop and maintain plans for overtime utilization that will build into schedules prior to the workweek.
· Develop analyses that identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
· And any other assignments required.
Scheduling Analyst Qualifications
· A minimum of two years of experience working in a contact center environment with at least one year of WFM (Workforce Management) experience.
· Demonstrated knowledge of computer basics including Microsoft Excel.
· Strong verbal, written and presentation skills, the ability to effectively interface with all levels of personnel expected.
· Effective communication and people skills with direct approach to process improvements.
· Candidates should demonstrate excellent organizational skills.
· Detect problem areas, define causes, and create effective solutions, exercising sound judgment in evaluating situations, planning actions, making decisions, and setting priorities.
· Must be able to operate effectively in a team environment.
· Independent worker with minimal supervision.
· Clearly and actively communicates planning, scheduling and changeover information or process issues with affected parties in a timely manner.
· Ability to recognize opportunities for improvement in systems or processes and recommend solutions.
· Experience with a commercial WFM software package desired (experience with tools used in this center is an added factor).
· Ability and willingness to work flexible hours to cover all times for support in a 24x7 environment, if needed.
· Must pass the Scheduler Analyst Test of our company within 90 days (about 3 months) of hire.
