WF - Sr. Scheduling Analyst

Overview
:

Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.

• Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
• Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
• Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client's own call arrival patterns against the account's / program's actual arrival patterns for the site.
• Regularly monitors trends and flags any changes that may impact resource allocation.
• Recommends solutions to scheduling conflicts and / or special scheduling requests.
• Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.