Senior Scheduling Analyst
Core
Create and maintain call center schedules to ensure adequate phone coverage and analyze real-time operational performance using workforce management systems.
Role type
Senior Scheduling Analyst (Workforce Management)
Builds
Call center staffing schedules and real-time performance dashboards
Domain
Financial Services / Call Center Operations
Required skills
Workforce management systems (Aspect, EWFM, IEX), trend analysis, Microsoft Office, shift bidding process management, real-time staffing adjustments
Preferred skills
Admin level knowledge of Aspect WFM tool, intra-day/real-time management
Technologies
Aspect, EWFM, IEX, Microsoft Office
Responsibilities
Create, load, maintain, and review work schedules for call center employees; Monitor average speed of answer, average handle time, and call volume; Collaborate with supervisors to implement staffing adjustments; Assist with shift, vacation, and holiday schedule bidding processes
Seniority
Senior, hands-on IC
