Workforce Scheduling Analyst 3
Core
Ensuring smooth day-to-day operations of global contact centers through real-time monitoring, staffing optimization, and service level management.
Role type
Senior Workforce Management (WFM) Scheduling Analyst
Builds
Optimized staffing schedules and real-time operational adjustments for global contact centers
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce management tools proficiency, real-time data analysis, scheduling optimization, stakeholder communication, problem-solving, multi-time zone coordination
Preferred skills
Global contact center experience, strategic workforce planning
Technologies
NICE, Calabrio, Verint, IEX
Responsibilities
Monitor real-time performance across global operations teams, adjust schedules and allocate resources to meet service levels, generate and analyze intraday reports, identify workforce trends and develop strategic recommendations, communicate performance updates to leadership, respond to real-time incidents and operational challenges
Seniority
Mid-Senior, hands-on IC