Scheduling Analyst




  • Provide short term and mid-range projections using various production workloads and identify cynical and seasonal trends, adjusts forecast as needed.
  • Generate schedules, determine appropriate shift types as well as the number of shifts and agents required to meet the service levels based on what the has been agreed upon with the client per campaign
  • Identify other factors such as VTO, time off, shrinkages, overtimes, trainings and staffing adjustments in advance and incorporate said factors into scheduling batches
  • Provide weekly analysis to Ops and upper management based on the service level outcome by intervals -identifying call volume variables and/or workloads and present recommendations for schedule alignment as needed.
  • Provide training schedules, approve/deny time off-requests as needed.