Overview
Scheduling/Real Time Analyst
Responsibilities to include but not be limited the following
1. Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
2. 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
3. Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
4. 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
5. 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
6. Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
Recommended Qualifications
7. 3+ years of tenure in WFM intraday and scheduling positions
8. 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
9. Creative and problem solving oriented
10. Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
11. Excellent communication skills
* Proactive and able to take decisions based on real time situations
* Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
12. Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
13. Studies in Engineering, Business Administration, or related fields
14. Experience working with internal/ external stakeholders in multiple geographic regions