Basic Information
Ref Number
Primary Location
Additional Locations
Država
Job Type
Work Style
Description and Requirements
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.
We offer:
Private medical healthcare
Medicover Sport card
Co - financing of online courses on three different platforms
Great office with modern workplaces in Olivia Center
Internal training and further education possibilities via our campus
Advancement opportunities in our international company
Highly motivated and dedicated team with flat hierarchies
Join our team and apply now!
Additional Job Description
Language Reference |
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English |
EEO Statement