Workforce Scheduling Analyst II
Core
Analyzes contact center workload and patterns to build resourcing and optimize scheduling plans to meet business objectives and customer demand.
Role type
Workforce Scheduling Analyst
Builds
Staffing schedules and resourcing plans for a contact center
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Data analysis, Forecasting, Scheduling optimization, Performance metrics evaluation, Policy development, Reporting
Preferred skills
Independent decision making, Time management, Prioritization
Technologies
Centralized vs decentralized queue strategies
Responsibilities
Develop staffing schedules to ensure maximum efficiency of resources, Analyze contact center patterns including volumes and trends, Evaluate forecasted workload to build resourcing plans, Analyze key performance metrics to identify areas for improvement, Assess staff productivity and prepare feedback for supervisors, Maintain accurate records of staff schedules and time off requests, Generate scheduled and ad-hoc reports on effectiveness and efficiencies
Seniority
Mid-level, independent contributor