Workforce Management Analyst

JOB SUMMARY:
Scheduling specialist is a critical role holding responsibilities to support and manage the scheduling activities for the contact center staff. Scheduling specialist must ensure the agent schedules are prepared in accordance with the local labor rules and regulations while aligning them closely to the Intraday staffing requirements resulting in achievement of Service Level objectives for the business.
KEY RESPONSIBILITIES AND DUTIES:
· Good understanding of Scheduling function and its deliverables
· Knowledge of WFM tool like, Genesys, Aspect, IEX.
· Performing schedule maintenance and management in workforce management System
· Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs
· Performing scheduling activities for offline or non-productive activities
· Performing tracking of call center team member attrition
· Performing mandatory annual schedule bid processes, which is driven by seasonality and operational ch...