Job DescriptionWe are looking for a Scheduling Analyst to assist in supporting our National Solutions Center. This position will be responsible for managing available resources to ensure staffing needs are fulfilled throughout every day of the week, all intervals of the day, in both our Sales and Service departments.  This position requires the ability to demonstrate excellent communication skills within all levels of the organization.

Requirements

1+ year’s Workforce Management experience in a multimedia call center operationInternal NSC applicants must have a minimum of 6 months of employment & must be meeting KPI's.Solid working and technical knowledge contact center products and servicesPrevious experience with Alvaria/Aspect WFM as well as Nice InContact software preferredStrong knowledge of MS Office softwareDemonstrated analytical and communication skillsAbility to independently prioritize tasks and job duties as neededGood organizational/time management skills

Responsibilities

Forecasts daily/interval level distribution of contact volume, AHT & staffing requirementsResponsible for maintaining all elements in current scheduling systemIdentifies issues and opportunities to improve existing plans for daily and interval rangesResponsible for managing schedules across all departments (Sales, Service, Non-Phone)Creating and conducting shift bids every 3 monthsReviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.Reviews and approve vacation requests to meet business objectives, employee requirementsPerforms regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)Management of agents in scheduling system through adding in new employees, department changes and post-employmentDetermine optimal times for all off phone activities (coaching, ongoing training, team huddles, mentoring, etc) and add tracking to agent schedules.Serving as point of contact for schedule related questions from agents, leadership, and stakeholdersProvides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.