Workforce Management Scheduling Analyst
| Company | SmithRx |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field, or equivalent experience
- Minimum 2 years of experience in workforce management, including minimum 1 years of experience in scheduling analyst position, preferably in a contact center environment
- Proficiency with workforce management software (e.g. Talkdesk, NICE, Verint, Aspect, or similar tools)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Proficiency in Microsoft Excel and other data analysis tools
- Ability to multitask and work under pressure in a fast-paced environment
- Familiarity with contact center operations and metrics
- Knowledge of labor laws and workforce compliance requirements
Responsibilities
- Develop and maintain agent schedules based on contact volume forecasts, historical data, and business requirements.
- Utilize workforce management tools (e.g. Talkdesk, NICE, Verint, Genesys, etc.) to optimize shift patterns, breaks, and lunch schedules.
- May assist in adjusting schedules in real-time or proactively to account for unexpected changes, such as absences or increased contact volumes.
- Analyze forecast requirements and recommend schedule adjustments.
- Work closely with the forecasting manager to align schedules with anticipated demand.
- Process time off requests and other schedule modifications based on business needs.
- Monitor key performance indicators (KPIs) such as service levels and be aware of average handle time (AHT), shrinkage and adherence.
- Provide regular reports on staffing efficiency, schedule adherence, and possibly agent productivity.
- Collaborate with team leaders, supervisors, and managers to address scheduling concerns and operational challenges.
- Act as the point of contact for agent schedule changes, swaps, and time-off requests.
- Identify opportunities to enhance scheduling efficiency and propose improvements to processes and tools.
- Participate in workforce management projects and initiatives aimed at optimizing contact center performance.
- Ensure schedules comply with labor laws, company policies, and contractual agreements.
- Prepare and present detailed scheduling and staffing reports to leadership.
Preferred Qualifications
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No preferred qualifications provided.