Position Summary
The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis
Your tasks:
- Creating Comprehensive Schedules: Incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
- Resolving Scheduling Conflicts: Recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients.
- Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
- Providing Staffing Outlooks: Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
- Scheduling system maintenance: Maintaining and updating employee's skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
Your profile:
- Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management
- Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level
- Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred
- Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
- Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
- Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
We will need these documents:
Cover letter, that explains your motivation and expectations for your new role
Extended Curriculum Vitae 
