Workforce Scheduling Analyst

Requirements

• 1+ year’s Workforce Management experience in a multimedia call center operation
• Internal NSC applicants must have a minimum of 6 months of employment & must be meeting KPI’s.
• Solid working and technical knowledge contact center products and services
• Previous experience with Alvaria/Aspect WFM as well as Nice InContact software preferred
• Strong knowledge of MS Office software
• Demonstrated analytical and communication skills
• Ability to independently prioritize tasks and job duties as needed
• Good organizational/time management skills

Responsibilities

• Forecasts daily/interval level distribution of contact volume, AHT & staffing requirements
• Responsible for maintaining all elements in current scheduling system
• Identifies issues and opportunities to improve existing plans for daily and interval ranges
• Responsible for managing schedules across all departments (Sales, Service, Non-Phone)
• Creating and conducting shift bids every 3 months
• Reviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
• Reviews and approve vacation requests to meet business objectives, employee requirements
• Performs regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)
• Management of agents in scheduling system through adding in new employees, department changes and post-employment
• Determine optimal times for all off phone activities (coaching, ongoing training, team huddles, mentoring, etc) and add tracking to agent schedules.
• Serving as point of contact for schedule related questions from agents, leadership, and stakeholders
• Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.