Position Overview:
The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to know
which employees are available to work and which skills they have to choose the best work schedule and the best workplace for each one. The main goal is to maximize the
productivity of the company and the employees satisfaction.
Key Responsibilities
- Build and manage agent schedules to meet service levels and staffing requirements across BPO/contact center operations
- Analyze call volume and staffing needs to ensure proper workforce coverage
- Coordinate schedules and shift plans with Operations Managers and Team Leaders
- Maintain and update workforce management databases and employee records
- Monitor schedule adherence and resolve scheduling deviations
- Prepare long-term and permanent schedules for ongoing and new BPO projects/accounts
- Schedule agents for training, upskilling, and project transitions
- Partner with Operations and Support Teams to improve workforce efficiency and performance
- Recommend process improvements to optimize scheduling and workforce utilization
- Report policy/process violations to management when needed
Requirements
- Bachelor's degree preferred
- Fluent English
- Up to 2 years of experience in BPO, Contact Center, Workforce Management, or Shared Services
- Strong Microsoft Office skills, especially Excel
Key Skills
- Workforce Planning & Scheduling
- Analytical Thinking
- Problem Solving
- Planning & Organization
- Time Management
- Flexibility
