Senior Workforce Scheduling Analyst

Role Overview

• Analyzes and reviews the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals
• Analyzes the effectiveness and complex results of the contact center's schedule and provides scheduling methodology improvements to senior workforce scheduling team
• Participates in and leads meetings with stakeholders to analyze staffing plans and performance to ensure contact center staff is equipped with the right skills/credentials and the appropriate number of team members are available at the right times to meet customer demand
• Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences
• Analyzes contact center patterns, including volumes, trends, and contact center productivity and identifies unexpected absences, deviations from schedules, and other operational disruptions
• Mentors and supports other members of the workforce scheduling team, and provides guidance and support to other departments as needed
• Advises on using a centralized vs. decentralized queue strategy and evaluates how this strategy will impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
• Provides inputs to measure and analyze contact center staff productivity and delivers findings and recommendations to senior workforce scheduling team
• Ensures accurate records of contact center staff schedules, time off requests, and other staffing
• related information to maintain contact center scheduling optimization
• Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center
• Influences changes in policies and procedures for the workforce management unit
• Performs other duties as assigned
• Complies with all policies and standards

Requirements

• Requires a bachelor's degree
• 4 – 6 years of related experience
• Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position

Benefits

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• flexible approach to work with remote, hybrid, field or office work schedules