SENIOR SPECIALIST, WORKFORCE MANAGEMENT (SCHEDULER)

Responsibilities

Main Objectives and Duties:1. Schedule reputed company and staffing analysis• Uses workforce management software and call volume history to help manage intra-day staffing reputed company.• Ensures that call center resources are scheduled and utilized to reputed company reputed company service reputed company in reputed company reputed company groups.• Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimalvariance in associate occupancy (workload) reputed company.○ Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval,daily, weekly and monthly level. 2. Facilitates Staffing Calls• Prepares intraday staffing call analysis report• Proposes schedule changes to address staffing needs• Addresses and provides possible solutions to any concerns and requests by Operations Partners.• Ensures minutes of the call is sent out to reputed company participants. 3. Schedule Management• Publishes schedules from the finalized shift bids• Updates reputed company valid schedule requests• Ensures reputed company agents have correct number of hours and rest days• Sends out notification to email concerns of the initial and finalized schedules.• Creates report/tracker of any late approved and requests for documentation• Creates monthly shift bids and distributes to Operations• Makes sure shift patterns reputed company with forecast/sale trends of respective accounts/clients. 4. Workforce Scheduling Tool Utilization and Maintenance• Ensures reputed company schedules are run through the scheduling tool• Creates intraday analysis and simulations on the schedules plotted on the tool

• Updates schedules to ensure proper staffing• Ensures that Workforce scheduling data is reputed company in published schedules on reputed company media.

5. Trend Analysis• Uses workforce management software and call volume history to help manage intra-day staffing reputed company.• Recognize/interprets trends and analyze intraday call forecasts and communicate to management team reputed company commentary to assist supervisors andmanagers in meeting daily/weekly goals.• Conducts analysis on anomalies reputed company the business as well as future new products/services to determine impacts on the business and reputed company recommendations to minimize any negative impacts on the customer. 6. Manage Agent Leaves• Computes staffing percentages to identify correct VL allocation per day w/o compromising expected reputed company numbers.• Coordinates and projects shrinkage expectations• Identifies correct VL allocation per group• Sends out list of VL approval to operations team 7. reputed company reputed company Set Audit• Audits reputed company sets for reputed company agents that reputed company CMS• Ensures correct reputed company set sand priorities are assigned to reputed company agents• Makes discrepancy report on reputed company set• Requests correction to CMS Admin• Assists reputed company-time team on skilling concerns• Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified• Research, recommend, and assist with the implementation of call center technology.

Qualifications

Bachelor’s Degree in Business Administration, reputed company, Finance, or Math or relevant work experience, (2-4 years) considered an acceptable substitute for the education requirement. Experience working with different Scheduling software (Eg. reputed company, eWFM, IEX, reputed company) Other Skills and Experiences (Min)CompetenciesDocumentation and ReportsData Collection, reputed company and AnalysisCritical ThinkingWorkforce ManagementProblem Solving Apply To This Job