Senior Scheduling Analyst

Overview

Create and maintain call center associate schedules to ensure adequate phone coverage, and analyze and administer real-time operational performance using workforce management systems.

What you'll do

• Manage scheduling processes to ensure appropriate call center staffing and performance according to business needs.
• Create, load, maintain, and review work schedules for all employees, making recommendations where necessary.
• Partner with Technical Support to troubleshoot and communicate outages and service level impacts.
• Manage the real-time staffing of internal call centers and communicate performance results.
• Collaborate with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at site.
• Monitor average speed of answer, average handle time, staffing and call volume using available software resources.
• Participate in team or department project requests, as assigned.
• Serve as SME for system-related projects or cross-phone queue efforts.
• Assist with continued development of written standard work for the department.
• Assist in conducting and communicating the bidding process for shift, vacation, holiday, and alternate holiday schedules, and update the appropriate databases as needed.
• Perform other administrative work related to the Workforce Management tool as assigned.

What you'll need

• Bachelor's degree or equivalent.
• 3+ years of relevant experience in workforce scheduling, capacity planning, and workforce management.
• 3+ years of experience working with Workforce Management (WFM) tools such as Aspect, Calabrio, EWFM, and IEX, including intraday/real-time workforce management.
• Strong analytical and organizational skills, including trend analysis, problem-solving, and data interpretation.
• Ability to plan, prioritize, and organize work effectively with strong attention to detail.
• Demonstrated ability to work independently, take initiative, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Advanced proficiency in Microsoft Office applications, particularly Excel.
• Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams and present insights to stakeholders.

Nice to have

• Experience with Microsoft Power Platform tools, including Power Apps and Power Automate, as well as SharePoint.
• Admin level knowledge of WFM tool Aspect, including Aspect/WFO tool management.

Details

• Location: Noida, Uttar Pradesh, India.
• Full-time role.
• Timings: 8:00p-4:30a.
• Work mode: in office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time.