Analyst

• 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, and proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and other real time events impacting productivity
• Constant interaction with Client, reporting site performance including staffing compliance, skilling status, and outages
• Provide visibility and reporting 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 accuracy of projections related to productive staffing commitment
• Develop and maintain a scheduling matrix for each site and region, updating labor laws, shift types, and scheduling considerations
• Recognize and communicate challenges and areas of improvement during and after scheduling cycles; provide solutions to meet staffing expectations at interval level

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