WFM Scheduling Analyst

WFM Scheduling Analyst

Amazon
4-7 years
Not Specified

Job Description


Job Description :
We are looking for an exceptional Workforce Management (WFM) Scheduling Analyst, who is passionate about their work, and has the ability to contribute through new innovations of their own.
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).
Responsibilities:
. Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
. Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
. Reviews and processes schedule change requests.
. Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
. Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
. Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other activities.
. Academic qualification: Graduation & above
. 4+ years experience in a Contact Center scheduling role required
. Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.
. Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat.
. Analytical and solid communications skills are essential to be successful in this role
. Advanced skills using Microsoft Excel in a business environment
. Speaking-listening-writing skills, attention to details, proactive self-starter
Basic Qualifications :
. 8+ years relevant business / data analysis experience
. Bachelor's degree in applicable field of study
. Experience linking and handling large datasets, summarizing data into metrics and conducting a variety of statistical analyses (e.g. regressions, factor analyses, t-tests)
. Advanced proficiency with spreadsheet software (e.g. Excel) and at least one statistical software package (e.g. SPSS, Minitab, JMP)
. Experience using data visualization tools such as Tableau or Power BI
. Familiarity with data querying and manipulation via SQL
Preferred Qualifications :
. Breaking down monthly, weekly and daily volume into interval level volume distribution by following historical trend
. Schedule staffing following interval wise volume requirement and DOW distribution
. Forecasting of interval level AHT following historical trend
. Maintaining headcount database based on joiners and leavers update
. Conducting shift bid process to help shift rollover for agents
. Optimizing breaks, meeting and other non-productive times by following staffing over under/gap
. Adjusting schedules for offshore delivery centers based on change in DST (day light saving)

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