✨ AI Summary
The WFM Scheduling Analyst II is responsible for managing employee schedules in the BPO industry, focusing on Operations Customer Experts. The role involves ensuring operational service levels, meeting legal requirements, and optimizing resources by analyzing staffing needs, creating schedules, and resolving deviations. Key responsibilities include automatic schedule allocation, discussing schedules with managers, updating employee databases, selecting representatives for new projects, scheduling training, and collaborating with other departments to maximize project results. The analyst is also expected to actively participate in continuous improvement initiatives, proposing innovative solutions and reporting policy infractions.
Requirements
Requires a graduate degree and 2-5 years of experience in Contact Centers and shared services for international markets. Must have working knowledge of Microsoft Office Suite, particularly MS Excel, and possess strong analytical, planning, organizing, problem-solving, and time management skills. Fluency in English is essential.
Description
We're Hiring: WFM Scheduling Analyst II (BPO Industry experience is a MUST)The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to knowWhich employees are available to work, and which skills must they choose, the best work schedule, and the best workplace for each one. The main goal is to maximize the productivity of the company and the employees satisfaction.Required Qualifications• Graduate• Fluency in English.• 2 to 5 years on Contact Center's and shared services for international markets and/or relatedindustries.• Working knowledge of Microsoft Office Suite (Highly skilled in MS Excel).• Analytical ability.• Flexibility.• Planning C Organizing.• Problem solving.• Time management.Key ResponsibilitiesAutomatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.Analyze requirements about how many employees are needed for each workplace.Discuss the working schedules of employees with managers.Provide help with the updating of databases with relevant information about employees.Create and validate working schedules, assuring support in solving schedule deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.Schedule employees for training programs in case the company selects employees for a workplace that requires new skills and knowledge.Interact with other departments in order to improve or maximize the project(s) results.Be an active part of the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately