WFM Planning Analyst I-Grade B1

Scheduling/Real Time Analyst

Responsibilities to include but not be limited the following

• Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders


• Enforce real time adherence in all Work Types and Markets within the scope of operation


• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs


• Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages


• Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion


• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws


• Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment


• Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks


• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

• 3+ years of tenure in WFM intraday and scheduling positions


• Proven experience in operating and directly handling a scope of more than 500 FTEs


• Proven experience in scheduling distribution/bidding of more than 2000 FTEs


• Creative and problem solving oriented


• Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)


• Excellent communication skills


• Proactive and able to take decisions based on real time situations


• Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable


• Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)


• Studies in Engineering, Business Administration, or related fields


• Experience working with internal/ external stakeholders in multiple geographic regions

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