SCHEDULING ANALYST, CS WORKFORCE MANAGEMENT
Descripción de la oferta de empleo
In this role, you’ll create schedule shells that align with contact arrival patterns across multiple support channels and allocate those schedules across a vast vendor network to be filled.
You’ll need to account for the seasonality of volumes, unique labor laws and restrictions, different time zones and work patterns to be successful.
This role works closely with capacity planning and operations to ensure agents are scheduled to work at the right times.
esponsibilitiesDevelop, administer and maintain schedules and other resource planning outputs across multiple sites, languages, channels and partners, while ensuring the reliability and quality of underlying data.
easure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
nsure agent schedules are aligned to the contact arrival patterns of the customer, accounting for seasonality, multi-channel capabilities, schedule inefficiencies and unique market nuances and labor laws.
dentify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
ork with our internal and BPO partners, ensuring we are operating in the most efficient manner possible while creating a foundation through resource planning that ensures we’re delivering short wait times and enables operational excellence.
ualifications and CompetenciesBA/BS degree or equivalent work experience3+ years of workforce management and/or back-office operations management in a diverse support environment2 + years of experience developing schedules and other resource planning outputs in a workforce management platformExperience gathering, normalizing and interpreting data to produce insightsProblem solving, and analytical skillsAbility to communicate to various levels within the organizationDemonstrated ability to multi-task and re-prioritize accordinglyExperience in contact centersWe are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams.
We approach diversity and inclusion seriously and thoughtfully.
We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
Detalles de la oferta
- Sin especificar
- 16/05/2024
- 14/08/2024
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