The Scheduling Analyst plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling (generation), and adding approved edits/exceptions to schedules (post production). This includes ensuring agents are configured properly in the workforce system, running system processes to generate schedules and work through any errors, review schedules (pre production) to ensure the best coverage is provided to members, and making schedule adjustments, as needed, to meet staffing and service goals. The WFM Analyst will also seek feedback, leverage observations and data in their partnership with site leadership to promote a "one team" atmosphere.
ESSENTIAL FUNCTIONS
- Develop work schedules in Workforce Management software to meet forecasted needs.
- Assist with data entry information that originates from Five9, Verint, Crystal Reports, and other data sources.
- Maintain spreadsheets, team meetings, and all other priority scheduling needs.
- Assist Operations Managers, Workforce Analysts and WFM Real Time Analysts with vacation management, shift coverage changes, break optimization, lunches, and training.
- Make necessary adjustments/changes to associates work schedules as needed
- Assist with email correspondence to associates and leaders regarding inquiries.
- Produce on-demand reports as needed.
POSITION QUALIFICATIONS
Competency Statement(s)
- Analytical Skills - Ability to use thinking and reasoning to solve a problem
- Communication, Oral - Ability to communicate effectively with others using the spoken word
- Communication, Written - Ability to communicate in writing clearly and concisely
- Customer Oriented - Ability to take care of the customers' needs while following company procedures.
- Decision Making - Ability to make critical decisions while following company procedures.
- Interpersonal - Ability to get along well with a variety of personalities and individuals.
- Management Skills - Ability to organize and direct oneself and effectively supervise others.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
- Relationship Building - Ability to effectively build relationships with customers and co-workers
- Working Under Pressure - Ability to complete assigned tasks under stressful situations
Education
- 4-year degree in business or related field, or equivalent experience in scheduling, planning, or operational support roles.
Experience
- Prior experience working with a WFM software solution (e.g., Teleopti, IEX, Nice, Blue Pumpkin, Aspect). Verint i360 experience highly preferred.
- Advanced level proficiency in Excel
- General familiarity with trending, and basic analysis of trends, supply and demand.
- Functional knowledge of Avaya CMS or similar call management system(s)
- Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
SKILLS & ABILITIES
Computer Skills
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.
We value our team members and realize the importance of benefits for you and your family.
LogistiCare offers a comprehensive benefits package to include the following:
- Medical, Dental, and Vision insurance
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post -Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!)
Salary: $ 29,806 - 39,728 annually
Bonus eligible based upon company and individual performance
LogistiCare is an Equal Opportunity Employer