OverviewScheduling/Real Time AnalystResponsibilities to include but not be limited the followingAdoption and communication of global intraday and scheduling guidelines to appropriate stakeholdersEnforce real time adherence in all Work Types and Markets within the scope of operationMonitor 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 SLAsConstant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outagesProvide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completionCreation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor lawsAppropriate 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 tasksRecognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval levelRecommended Qualifications3+ years of tenure in WFM intraday and scheduling positionsProven experience in operating and directly handling a scope of more than 500 FTEsProven experience in scheduling distribution/bidding of more than 2000 FTEsCreative and problem solving orientedKnow-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)Excellent communication skillsProactive and able to take decisions based on real time situations Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferableAdvanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)Studies in Engineering, Business Administration, or related fieldsExperience working with internal/ external stakeholders in multiple geographic regions