Job Title:
Analyst, Scheduling
Job Description
The Scheduler will ensure that resources are scheduled efficiently and effectively to compliment the results of the recurring historical analysis of delivery KPIs and delivery objectives.
Job Description
Role and KEY RESPONSIBILITIES
- Trend, archive and maintain historical data for delivery KPIs
- Maintain Historical Data and trends
- Review DOW and Intraday Patterns
- Prepare agent schedules to align with delivery objectives
- Oversee the overall scheduling process
- Prepare and deliver client facing presentations related to scheduling
- Roster maintenance
- Manage action plans required to align staffing to actual arrival patterns
- Produce staffing outlook on a weekly basis and maintain minutes of discussion
- Manage action plan to increase or decrease capacity as needed
- Calibrate with RTAs to ensure staffing outlook is aligned with real time
- Maintain scheduling quality
- Breakdown monthly forecast into daily and interval level
- Own HC reconciliation with partner WFM teams.
Key Skills & Knowledge
- Overall experience 2-3 years in a planning role.
- Experience in managing multi-site and multi-vendor environment
- Strong process and mathematical orientation
- Experience of data modelling, simulations and scenario planning
- Experience of stakeholder management and aptitude of planning risk identifications
- Analytical and good understanding of Contact Centre metrics
- Strong business acumen
- Should be a good communicator and a collaborator
- Strong Communicator and decision maker
- Hands on Experience on Anaplan will be an added advantage.
- Strong attention to detail and sense of professionalism and ability to develop relationships
Location:
JAM New Kingston - NCB Tower
Language Requirements:
Time Type:
Full time
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