Job Description
Acting Workforce Scheduling Analyst possesses a strong knowledge of scheduling and forecasting principles in a large multi-client Customer Solutions Contact Center environment. The Analyst is responsible for providing and maintaining optimal schedules for Experts to ensure business and client goals are met monthly, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using scheduling and reporting tools, the Acting Workforce Scheduling Analyst completes scheduling responsibilities and provides analysis and recommendations to Operations to support a rapid decision-making process. The incumbent will coordinate and adjust Expert schedules to maintain appropriate staffing levels and act as a key point of contact and communication within the enterprise.
Responsibilities
- Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinka...