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Scheduler analyst- Workforce management

Basic Information

Ref Number

Req_00047712

Last day to apply

10-Sep-2021

Primary Location

Noida - 135 - BPO

Country

India

Description and Requirements


The Scheduling Analyst is responsible of provide Agents with a working schedule for the business week, incorporating all client requirements (retraining, coaching and feedback) as well as forecasting and scheduling assumptions, also analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.






Main Responsibilities:

Regularly monitors trends and flag any changes that may impact resource allocation, recommends solutions to scheduling conflicts and / or special scheduling requests. Coordinates with operation POC’s for activities (i.e. phone, non-phone) that need to be scheduled and Provides the program with realistic schedules based on current manpower resources and performance.



Skills:

  • Positive attitude

  • Proactivity

  • Organized

  •  Flexibility/multitasking

  • Ability to work under pressure and meet deadlines

  • High Analytical and statistical skills

  • Attention to details


Knowledge:

  • Excel/Google Sheets - Advanced

    • Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )

    • Preparation and presentation of advanced graphics

    • PivotTables

    • Search the data value by:VLOOKUP.

    • Format Cells

    • Advanced Filters

  • English - B2 :

    • Oral and written comprehension

    • Appropriate use of language

  • Knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)

  • Verint or any other WFO to process scheduling for a contact center environment


Studies & Experience

  • Preferably sophomore level in Systems Engineering or related careers- Desirable

  • 6 months of experience in similar positions - Desirable

Additional Job Description

The Scheduling Analyst is responsible of provide Agents with a working schedule for the business week, incorporating all client requirements (retraining, coaching and feedback) as well as forecasting and scheduling assumptions, also analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.

Language Reference
English
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