Scheduling Analyst – English Speaker – Hybrid

at  SpotOn TA

JOB DESCRIPTION

As a Scheduling Analyst, you will collaborate with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively and more.

TARGETED QUALIFICATIONS

• Fluency in English Language, B2/C1 level or Higher.
• Excellent organizational skills and attention to detail.
• Understanding of local country labour laws and regulations related to workforce management and scheduling is preferred.
• Min 2 years of experience in a call center and/or 1 year specifically in workforce management.
• Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).
• Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
• Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred.

INTERPERSONAL SKILLS

• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Organized and punctual, put things in order so that they run smoothly and are always on time.
• Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
• Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
• Precise, Make sure that things are done accurately, correctly, and exactly.
• Willingness to acquire new knowledge.
• Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

• Handle special scheduling requests from agents or clients.
• Maintain and update employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
• Incorporate client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
• Offer weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
• Collaborate with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
• Recommend solutions to conflicts that arise in schedules.