7 часов назад
Workforce Scheduling Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Workforce Scheduling Analyst (Forecasting/Workforce Management): Forecasting contact center demand and staffing metrics, creating optimized Expert schedules, and analyzing workforce management data with an accent on service-level performance, labor efficiency, and staffing accuracy. Focus on balancing staffing levels, coordinating training and shift bids, and solving scheduling issues across Operations, IT, telephony, and workforce management stakeholders.
Location: Mabalacat, Pampanga, Philippines
Company
provides customer solutions and operates large multi-client contact center environments.
What you will do
- Forecast demand, processing times, shrinkage, and staffing metrics for assigned forecast and staff groups.
- Create, maintain, and optimize Expert schedules to meet servicing and efficiency targets while controlling labor costs.
- Lead shift bid processes and structure training schedules to maintain service levels and complete training ahead of operational need.
- Produce workforce management reports, perform ad hoc analysis, and provide recommendations for rapid decision-making.
- Coordinate staffing adjustments, offline requests, holiday schedules, and responses to unexpected scheduling issues.
- Partner with Operations, IT, telephony, workforce management, and Learning and Development teams on staffing plans and scheduling solutions.
Requirements
- Strong knowledge of scheduling and forecasting principles in a large multi-client customer solutions contact center environment.
- Experience using workforce management systems, scheduling tools, and reporting data.
- Ability to analyze staffing and service-level performance and recommend corrective actions.
- Ability to coordinate schedules while considering labor laws, company policies, servicing requirements, and labor costs.
- Effective cross-functional communication and stakeholder coordination skills.
Culture & Benefits
- Work is based in Mabalacat, Pampanga, Philippines.
- Workforce planning standards and data integrity are maintained across regions.
- The role includes collaboration with Operations, IT, telephony, workforce management, and Learning and Development stakeholders.
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