WFM Scheduling Analyst
Heredia, Heredia, cr
hace 1 día

Job description :

The successful candidate will work with a global team to create and maintain agent schedules, pre-plan off the phone activities, maintain and track agent resources across multiple contact centers and client groupings.

Key Responsibilities :

Ø Create and maintain schedules

Ø Pre-plan off the phone activities (i.e. coaching, compliance CBTs, etc.)

Ø Manage time off process within a Workforce Optimization Software

Ø Coordinate with Operational leadership to ensure staffing coverage for meeting service level agreements

Ø Coordinate with training to track and schedule new hires and up-trainings.

Ø Work within the WFM team to supply accurate staffing numbers

Ø Ensure data integrity within WFM system

Ø Create and manage line of business shift bids

Job requirements :

Ø High school diploma or equivalent required.

Ø Schedule flexibility

Ø Minimum of three years’ Workforce management experience in a large (500+ FTE) contact center; multiple-center experience is a plus

Ø Process improvement and strategic alignment; Shift bidding, creative scheduling

Ø High Speed internet (During COVID WFH Strategy)

Skill requirements :

Ø Intermediate to Advanced knowledge of Microsoft applications (Outlook, Excel)

Ø *Advanced experience with Sharepoint would be a plus

Ø Strong attention to detail

Ø Strong ability to multitask in a fast-paced dynamic environment

Ø Experience and a strong skill set working with WFM scheduling software (Calabrio is preferred)

Ø ACD / Call routing knowledge

Ø Strong written and verbal communications (Primarily English)

Ø Proven previous job stability, including maintaining long-term work relationships with former employers

Ø Must be able to clear the company’s pre-employment screening

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