Job Description
The Workforce Scheduling & Adherence Analyst is responsible for managing agent schedules, ensuring compliance with adherence, and attendance standards across multiple teams, including Las Vegas (LAS) and Guadalajara (GDL). This role is critical in balancing staffing levels with forecasted demand while actively tracking agent compliance using various systems. In addition to schedule planning, the position supports adherence tracking, coaching, schedule coordination, and weekend coverage plans. The Workforce Scheduling and Adherence Analyst collaborates closely with other members of the Workforce team and serves as a backup and support resource for the Workforce Coordinator and Workforce Support Specialist.
Essential Functions
- Create, maintain, and adjust agent schedules based on forecasted call volume, staffing requirements, and agent availability.
- Manage schedule changes, swap requests, and vacation/time-off approvals for both...
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