Real Time Analyst
Heredia, Heredia, Costa Rica
hace 5 días

The Workforce Management Scheduler is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning / forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.

The ability to create / understand forecasting and scheduling to that forecast is crucial. Key Responsibilities :

  • Ensure schedules are generated on a regular basis to maximize efficiency of resources
  • Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
  • Provide and maintain Intra-day Performance reports
  • Ensure data integrity within WFM system
  • Capture, store and report on historical statistics
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Provide and create New Hire and Department Shift Bids
  • Collaborate with multiple business lines to identify scheduling requirements.
  • Establish and maintain communication channels to ensure scheduling and resources are met.
  • Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews
  • Provide daily / intra-day performance reports to leadership.
  • Other related duties as assigned.
  • Requirements :

  • Ability to maintain punctual and regular attendance.
  • Ability to multi-task efficiently while working on multiple computer programs, communicating with customers and / or clients, and interacting with team members.
  • Ability to plan for the day (in other to achieve goals) based on FCST current numbers, HC present and historical data.
  • Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent.
  • At least 1 year of WFM experience and knowledge of the RTA core functions and responsibilities.
  • Ability to lead meetings and good sense of ownership.
  • Ability to respond and adapt to rapid change and responsibilities
  • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize / analyze data in a structured manner.
  • Schedule Flexibility (Including weekends and holidays).
  • Proven previous job stability, including maintaining long-term work relationships with former employers.
  • Must be able to clear the company’s pre-employment screening.
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