Senior Scheduling Analyst - Maternity Cover (12 Month)
Core
Create accurate, cost-effective schedules for up to 100 internal agents and 500+ vendor agents across 4–8 business functions, balancing customer demand, employee needs, and development time.
Role type
Senior Scheduling Analyst (Workforce Planning)
Builds
Contact centre schedules, shift allocations, and coverage plans for internal teams and BPO vendors.
Domain
Travel & Tourism / Contact Centre Operations
Required skills
Workforce Management (WFM) platform configuration and troubleshooting, demand forecasting, interval-level staffing analysis, shrinkage and occupancy management, multi-skilled coverage planning, data reconciliation, stakeholder negotiation, spreadsheet analysis.
Preferred skills
Calabrio experience, hands-on contact centre operations experience.
Responsibilities
Build, validate, and publish schedules on time; coordinate BPO schedule delivery across sites and vendors; manage leave allocation and tracking; amend task allocations in response to incidents; own WFM scheduling configuration and user support; use coverage data to negotiate solutions balancing service, cost, and employee needs.
Seniority
Senior, hands-on IC
