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.

This position is for Barcelona and Essen locations

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 B2 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.