Workforce Scheduling Analyst II

About the role

Analyzes the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals. Analyzes some complex scheduling information and develops staffing recommendations.

Responsibilities

• 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 and 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 and evaluates how this strategy may impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
• Analyzes and evaluates key performance metrics, such as service level, average speed of answer, and contact center staff adherence, to identify areas for improvement and make 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 (e.g., daily, weekly) and ad‑hoc reports on the effectiveness and efficiencies of contact center
• Assists in developing 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 and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Skills

Ability to prioritize, perform independent decision making, and manage time effectively preferred.

Pay

$27.02 - $48.55 per hour. Actual pay will be adjusted