WFM Planning Analyst I-Grade B1

Scheduling/Real Time
Analyst

Responsibilities to include but not be
limited the following

1. Adoption and communication of global
intraday and scheduling guidelines to appropriate
stakeholders
2. Enforce real time adherence in all Work
Types and Markets within the scope of
operation

- Monitor the volume of contacts at
interval level, as well as the proper use of activity codes,
overall onsite/offsite shrinkage, variations in AHT, and any other
real time events that contribute or impact negatively in the
execution of planned productivity hours to meet
SLAs

1. Constant interaction with Client,
reporting site performance; including but not limited to staffing
compliance, skilling status, and
outages
2. Provide visibility and reporting
capabilities of main KPIs related to intraday and scheduling
functions such as adherence, shrinkage components, projected
interval compliance, and bidding
completion
3. Creation and optimization of schedule
shells, allocating productive time based on interval level staffing
needs, following region specific labor
laws

- Appropriate distribution of programmed
shrinkage (activity codes) to guarantee the accuracy of projections
related to productive staffing
commitment
- Develop and maintain a scheduling matrix
for each specific site and region; adequately updating information
related to labor laws, shift types, and other considerations
required to appropriately perform scheduling
tasks

1. Recognize and communicate challenges and
areas of improvement during, and after scheduling cycles; providing
solutions to meet staffing expectations at interval
level

Recommended
Qualifications

1. 3+ years of tenure in WFM intraday and
scheduling positions
2. Proven experience in operating and
directly handling a scope of more than 500
FTEs

- Proven experience in scheduling
distribution/bidding of more than 2000
FTEs

1. Creative and problem solving
oriented
2. Know-how in managing real time adherence
in different lines of business in a multi-skill environment
simultaneously (shrinkage, outages, under/overstaffing,
etc.)
3. Excellent communication
skills

- Proactive and able to take decisions
based on real time situations
- Knowledge of WFM tools (Aspect, Verint,
IEX) - Aspect
preferable

1. Advanced Excel skills (LOOKUP, INDEX,
IFS, Pivot Tables, MATCH, table arrays,
macros)
2. Studies in Engineering, Business
Administration, or related fields
3. Experience working with internal/
external stakeholders in multiple geographic
regions