Scheduling/Real TimeAnalyst Responsibilities to include but not belimited the following Adoption and communication of globalintraday and scheduling guidelines to appropriatestakeholders Enforce real time adherence in all WorkTypes and Markets within the scope ofoperation Monitor the volume of contacts atinterval level, as well as the proper use of activity codes,overall onsite/offsite shrinkage, variations in AHT, and any otherreal time events that contribute or impact negatively in theexecution of planned productivity hours to meetSLAs Constant interaction with Client,reporting site performance; including but not limited to staffingcompliance, skilling status, andoutages Provide visibility and reportingcapabilities of main KPIs related to intraday and schedulingfunctions such as adherence, shrinkage components, projectedinterval compliance, and biddingcompletion Creation and optimization of scheduleshells, allocating productive time based on interval level staffingneeds, following region specific laborlaws Appropriate distribution of programmedshrinkage (activity codes) to guarantee the accuracy of projectionsrelated to productive staffingcommitment Develop and maintain a scheduling matrixfor each specific site and region; adequately updating informationrelated to labor laws, shift types, and other considerationsrequired to appropriately perform schedulingtasks Recognize and communicate challenges andareas of improvement during, and after scheduling cycles; providingsolutions to meet staffing expectations at intervallevel RecommendedQualifications 3+ years of tenure in WFM intraday andscheduling positions Proven experience in operating anddirectly handling a scope of more than 500FTEs Proven experience in schedulingdistribution/bidding of more than 2000FTEs Creative and problem solvingoriented Know-how in managing real time adherencein different lines of business in a multi-skill environmentsimultaneously (shrinkage, outages, under/overstaffing,etc.) Excellent communicationskills Proactive and able to take decisionsbased on real time situations Knowledge of WFM tools (Aspect, Verint,IEX) - Aspectpreferable Advanced Excel skills (LOOKUP, INDEX,IFS, Pivot Tables, MATCH, table arrays,macros) Studies in Engineering, BusinessAdministration, or related fields Experience working with internal/external stakeholders in multiple geographicregions