Scheduler Analyst- WFM

Summary of the role

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.

List of Functional Responsibilities

• Manage and control pools and resources (inflow, exits, absence, sills, clients)
• Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
• Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
• Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
• Create activity based schedu...