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Real Time Analyst
30,000.00 - 35,000.00
Your career as a Scheduler will hone your analytical and strategic skills by managing the development of robust staffing plans and forecasting analysis to meet customer demand and service level objectives.
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
The Workforce Scheduler is responsible for allocating and scheduling resources effectively to meet customer demand and achieve the targets set for the operations department. The scheduler will work closely with the operations team to monitor workload, analyze patterns, and make proactive adjustments to maximize efficiency and reduce over-staffing and under-staffing risks.
Key Responsibilities:
Develop robust staffing plans utilizing historical data and forecast analysis to accomplish customer demand and service level objectives
Interact with operations leadership to understand staffing needs and proficiency retention targets
Collaborate with Operations leadership to proactively identify potential staffing impacts and scheduling. opportunities to maximize workforce productivity
Develop and maintain an effective workforce scheduling system, ensuring compliance with current training, legislation while balancing needs and cost optimization.
Update the schedule in real-time, and adjust staff availability, shift times, and training requirements to maximize resource utilization
Analyze staffing levels and identify overstaffing or understaffing risk to mitigate business risks
Monitor and maintain effective communication channels with the operations team to provide schedule updates and ensure compliance with the schedule
Develop and maintain accurate and insightful reports to display and track your workforce and schedule plan shifts to deliver results in performance optimization, cost and manageability
Lead team briefing sessions and align people to company objectives to monitor scheduling effectiveness
Other tasks that will be assigned by the Operations Manager
Requirements
SKILL SPECIFICATIONS:
Bachelor's degree in business administration or related fields
1+ years of experience in workforce scheduling, staffing, or planning in a multi-channel, multi-site contact centre environment.
Excellent problem-solving skills with expert planning and organizational skills
Understanding of contact centre functions, metrics, and performance measures
Exemplary communication skills with the ability to effectively listen, articulate ideas and bring people together
Advanced user-level proficiency in Microsoft Excel and PowerPoint
Familiarity with workforce management software and reporting analytics tools
Proactive with the ability to work independently, prioritize conflicting requirements and demands while adhering to time constraints.
Must be willing to work on shifting schedule and holiday
