Workforce Management Service Center Scheduling Analyst I

We have a

• The Workforce Management Analyst supports the service center operations with a blend of technical and business expertise.
• Responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information.
• Responsible for working closely with team members and management to adjust schedules in response to real-time factors affecting service center needs.
• Supports forecasting and scheduling analysts by gathering and organizing various types of data from multiple systems, tools, and teams.

• Maintain system databases with accurate agent and client information
• Perform timely system updates in response to transactional request
• Monitor daily agent activity and call volume trends for multiple queues and sites
• Manage and optimize service center staff schedules based on forecasted requirements
• Serve as a primary point of contact for daily scheduling issues
• Recommend scheduling changes when needed to meet service center objectives based on real-time observations
• Perform intra-day analysis and formulate/execute courses of action to resolve staffing/scheduling issues
• Complete ad-hoc reporting and analysis projects when needed to support the WFM team and service center managers.
• Proactively work with team members and managers to recommend efficiencies
• Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity
• Create and maintain process documentation
• Some (minimal) travel may be required
• Miscellaneous duties assigned as needed
• Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments.

• At least 1-2 years of professional corporate office experience (or a Bachelor's degree in lieu of that corporate office experience).
• Must be comfortable sitting at a desk all day. The majority of the work duties involved schedules and schedule adjustments.
• Working knowledge of Word, PowerPoint & Outlook
• Ability to prove intermediate skill level or greater using Microsoft Excel
• Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience- Ability to build and maintain relationships- Ability to manage multiple tasks/projects and work across geographies- Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction- Ability to be a self-starter with excellent follow-up skills

• 1-2 years of call center experience
• Associate’s Degree preferred, Bachelor’s Degree a plus
• 1-2 years of call center workforce experience
• Experience using Workforce Management software in a service center environment (IEX, Aspect, Blue Pumpkin, etc. in addition to call management software)
• Experience working with Visio and SharePoint.
• Scheduling and/or forecasting experience in a call center environment