Job Description

We are looking for a Scheduling Analyst to assist in supporting our National Solutions Center. This position will be responsible for managing available resources to ensure staffing needs are fulfilled throughout every day of the week, all intervals of the day, in both our Sales and Service departments.  This position requires the ability to demonstrate excellent communication skills within all levels of the organization.

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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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