Cy - Wfm Scheduling Analyst

2 weeks ago

Subang Jaya, Selangor, Malaysia Teleperformance Full time

Overview:

Position Summary:

The Workforce Scheduling and Planning Analyst is key to the success of the business unit.

This is a workforce management position responsible for analyzing and validating forecasted volume and building staffing/scheduling plans to incorporate and/or meet business unit plans, productivity and service objectives.

This is a specialized workforce management role, reporting to the Workforce Manager. The analyst develops queue and overhead forecasts for long and short term planning.

The analyst will evaluate report outputs to determine contact center trends, contact volumes, contact patterns, staff productivity, attrition rates and resource allocation for business units, in a highly complex enterprise networked environment.

By analyzing trends, as well as client and operations management forecasts and plans, the analyst then builds actual employee schedules to match forecasted work volume and posts schedules in a timely fashion.

Analysis of forecast and schedule accuracy measurements will form the basis for continuous improvement. Assists in developing reports on contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Typically reports to a manager. Works on projects/matters of limited complexity in a support role. Work is closely managed. Typically requires 1 to 2 years of related experience.

Qualifications:

Job Requirements:

years' experience working in a Call Center Environment;
years background in Workforce Management (scheduling) preferred

  • Demonstrated high degree of business coping ability.
  • Flexibility with work schedule
  • College diploma or equivalent;
  • Knowledge of MS Office and Excel
  • Knowledge of scheduling practices and familiarity with Aspect, eWFM and other WFM product
  • Technical Expertise and Problem Solving Skill
  • Detail oriented and Time Management Skill
  • Verbal and written communication is appropriate and clear in every situation and at various levels; conveys meaning, obtains understanding, and openly provides relevant information; maintains composure, communicates easily with people, listens and considers others.


 Interpersonal Skills
  • Is exemplary in conduct towards supervisors, colleagues and customers; successfully adapts behavior to circumstances of each situation; is professional, open and respectful; works to build credibility and trust.
  • A successful team player who takes an active role; listens to and supports others; works well with other departments; shares knowledge willingly to help others within the company.


 Customer Orientation
  • Bases work on the needs of the customers; feels a responsibility to fulfill the expectations of the internal and external customers; strives to continually improve own work on behalf of the customer; develops effective customer relationships and wins customers' trust and respect; listens carefully; provides information.


 Creativity/Innovation
  • Introduces creative ideas into own work; uses personal freedom to develop and implement creative ideas and suggestions; takes a creative approach to problems
  • Willingness to learn/Flexibility
  • Possesses good comprehensive skills and adapts quickly to new circumstances; seeks out new responsibilities and challenges; accepts change positively and uses it as a learning opportunity for improvement, listens and responds with flexibility and open mindedness to new tasks; seeks out and appreciates feedback (even critical) and learns from it.

Responsibilities:

Overall Responsibilities:

  • Responsible to create/optimize schedules and maximize efficient utilization of resources through schedules that have been released/created in the most costeffective way i.e. holidays, voluntary timeoffs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
  • To ensure that all exceptions and future changes are logged in the Work Force Management tool or template in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
  • To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements without losing focus on the employee (front liner) satisfaction through reduction in burnout and over utilization.
  • Ensure adequate staffing throughout the service time and hours of operation at the micro level and act as whistle blowers for overtime continuity and highlight gaps in the systems to be addressed quickly
  • Own the management of skill matrix, new hire, leavers & internal transfer processes including contacting HR, Planning, PMO, Ops and updating WFM system(s) in a timely manner. Also track training batches and learning curve for New Hires including proficiencies and throughput.
  • Maintain agents & campaigns annual leave and update the WFM s

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