Analyzes the contact center's workload to build resourcing and optimize scheduling plans
Analyzes complex scheduling information and develops staffing recommendations
Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand
Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities
Identifies unexpected absences, deviations from schedules, and other operational disruptions
Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives
Analyzes data using a centralized vs. decentralized queue strategy
Evaluates how this strategy may impact key performance metrics and staffing plans
Analyzes and evaluates key performance metrics for improvement and data-driven recommendations
Assesses contact center staff’s productivity and prepares feedback for contact center supervisory staff
Maintains accurate records of contact center staff’s schedules, time off requests, and other staffing-related information
Ensures scheduled reports on the effectiveness and efficiencies of contact center
Assists in developing policies and procedures for workforce management unit

Requires a Bachelor's degree
2 – 4 years of related experience
Ability to prioritize, perform independent decision making, and manage time effectively preferred.

Workforce Scheduling Analyst II

Key skills