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WFO Scheduling Analyst

This job is expired..
Draper, UT


This is a key role responsible for the daily efforts to provide a great customer and employee experience through effective short-term & intraday planning, i.e. forecasting, scheduling, etc. The WFO Analyst ensures that various external and internal inputs lead to an executable plan, through to the scheduling and real time management processes. Functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules to support multi-site contact center operations. This position may have a focus on intraday forecasting, scheduling, real-time management, or a combination thereof depending upon business requirements.

Responsibilities -

Support and manage assigned areas key metric reports including but not limited to volume, Schedule Quality Index, Interval Staffing Index, Teammate Availability, Service Levels, Productivity and more

Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the GCS organization

Query and evaluate data sources such as Unify, eWFM, Minitab, SQL database, chat & phone tools to deliver recommendations based upon quantifying the effects on customer satisfaction, service levels, and GCS resources

Proactively seek out opportunities partner with others to improve processes that lead to operational effectiveness and a positive impact to the customer experience

Assist with providing analysis on drivers of actual performance compared to forecasted / scheduled plan

Develop expertise with Workforce Management software and other applicable WFM tools to produce detailed execution plans and reports for all work types across the enterprise

Maintains advanced knowledge and proactively acts as an administrator for WFM tools and systems

Communicates effectively at all levels within the organization with strong focus on information sharing and improved data interpretation in an effort to impact business decisions. Consistently strives to maintain positive working relationships and cultivate partnerships across the organization with senior leaders, frontline staff, project teams and internal/external vendor partners

Other duties as assigned


Minimum Requirements

Bachelor's Degree in Business or equivalent experience in mathematics, business, management, science, economics, Finance, or similar degree

Minimum three years of call center operations and/or workforce planning experience

Proven experience with scheduling simulation applications or workforce management software, such as Aspect e-Workforce Management (eWFM), Blue Pumpkin or IEX

Problem Solving: Demonstrate the proactive ability to define problems, understand business impact, identify solutions and provide recommendations for corrective action

Detail Oriented. Excellent organizational skills, including ability to multi-task and prioritize a heavy, complex workload to meet business deadlines

Proven abilities and experience with statistical analysis and process variation reduction

Proficient with MS office applications

Excellent verbal and written communication skills

Excellent analytical and troubleshooting skills

Excellent personal interaction skills and ability to interact with all levels of personnel

Ability to effectively present and communicate the team's strategies, objectives and priorities to team leaders

Ability to work under minimal supervision and to take initiative

Preferred Qualifications

Preferred experience forecasting contact center demand, building call allocation models, and executing on capacity plans

Preferred experience in project management.

Expert knowledge of contact center operations

Preferred experience with process improvement methodologies, such as Six Sigma

Masters degree in mathematics or currently enrolled in a graduate program for applied mathematics, business, management, science, economics, Finance, or similar degree

More than three years workforce management, forecasting, contact center operations experience

Experience working with Aspect WFM suite, Minitab, SAS, or other forecasting software

Experience working with simulation software, such as Arena

Job Requirements

Company info

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