Job Description
This position may be "Remote" if you do not reside within the SLC, Utah area.
This position may be "Hybrid" after 90 days of in-office training if you are located in the SLC, Utah area.
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We are looking for a Scheduling Analyst to assist in supporting our National Solutions Center. This position will be responsible for managing available resources to ensure staffing needs are fulfilled throughout every day of the week, all intervals of the day, in both our Sales and Service departments. This position requires the ability to demonstrate excellent communication skills within all levels of the organization.
Job Summary
The Scheduling Analyst is responsible for managing available resources to ensure staffing needs are fulfilled throughout every day of the week, all intervals of the day, in both our Sales and Service departments. This position requires the ability to demonstrate excellent communication skills within all levels of the organization.
Duties & Responsibilities
* Forecasts daily/interval level distribution of contact volume, AHT & staffing requirements
* Responsible for maintaining all elements in current scheduling system
* Identifies issues and opportunities to improve existing plans for daily and interval ranges
* Responsible for managing schedules across all departments (Sales, Service, Non-Phone)
* Creating and conducting shift bids every 3 months
* Reviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
* Reviews and approve vacation requests to meet business objectives, employee requirements
* Performs regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)
* Management of agents in scheduling system through adding in new employees, department changes and post-employment
* Determine optimal times for all off phone activities (coaching, ongoing training, team huddles, mentoring, etc) and add tracking to agent schedules.
* Serving as point of contact for schedule related questions from agents, leadership, and stakeholders
* Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency
Qualifications
* High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred
* Solid proficiency in Microsoft Office365 is required
* 2+ years Workforce Management experience in a multi-channel contact center
* Solid working and technical knowledge of contact center products and services
* Previous experience with WFM software (Alveria preferred) and telephony systems (NICE InContact preferred)
Competencies
* Demonstrated analytical and communication skills
* Ability to independently prioritize tasks and job duties as needed
* Good organizational/time management skills
* Strong knowledge of MS Office software specifically with *Microsoft Excel*
Work Environment & Physical Requirements
Performs sedentary work in an office environment with limited lifting (less than 10 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing, grasping and feeling.
Disclaimer
The job description outlines the general nature and scope of work employees perform in this role. It's not intended to be an exhaustive list of all duties, responsibilities, or qualifications required for the position. The company reserves the right to modify, revise, or update the job description to meet business needs.