Workforce Management Planning Analyst I
TP
Workforce Management Real-Time Analyst I
TP
full-time
Posted on:
Origin: • 🇮🇪 Ireland
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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 other real time events
- Constant interaction with Client, reporting site performance; including 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; updating information related to labor laws, shift types, and other considerations
- Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
Requirements
- 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
