WFM Analyst II / Scheduler

Responsible for performing both real-time analysis and scheduling functions as determined by current business need

Primary duties may include, but are not limited to:

• Performs real-time analysis duties to ensure service levels are met.
• Monitors call volume demand in real time and flexes workforce accordingly.
• Ensures that the best possible call center service levels are achieved to maximize utilization.
• Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
• Determines how to best distribute the staff to meet projected call volumes.
• Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
• Utilizes shift schedule templates to determine shifts.
• Creates shift schedules in WFM system.
• Develops a set of priority rules that will govern how shifts are assigned.
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.

• Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background
• 2 years of real-time management experience in a centralized call center environment preferred
• Working knowledge using WFM management tools preferred.