ResultsCX · 14 hours ago

WFM Analyst- India

Elkhart County, IN

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Ensure WFM system is configured optimally for program being scheduled (internal IEX)

Maintain close alignment with Resource Planner and Resource Planning file ensuring metrics used for scheduling are consistent with RP

Keep Scheduling software (internally IEX) up to date with employee data change management (remove terms, add new hires, process transfers cross program)

Ensure all schedule headcount has an accurate schedule in the system for the defined schedule lock period (2-3 weeks)

Create proper number of schedules based on local labor laws and agreed upon schedule set with Operatoins to best meet client expectations

Continually identify areas of opportunity to adjust, recreate, change schedules to ensure optimal coverage and internal productivity metrics are met

Review previous weeks performance to identify root cause for any gaps in performance and call those out proactively along with a plan to mitigate

Trend AHT and shrink at the interval level and ensure accurate trends are being utilized in interval demand requirement generation

Trend call arrival patterns using historical data to ensure we are scheduling against the most up to date arrival patterns

Process schedule change requests from Service Delivery approving if they help the business, deny if they do not – work on case-by-case scenario to retain employee should schedule have to change

Schedule coaching, meeting, and training sessions as requested by Operations or client while limiting impact to Service Level goals (where and when applicable)

Host weekly schedule review call with SD Leaders to provide an overview of how schedules look against demand interval requirements at the interval level for upcoming weeks. Identify gaps and recommend proactive changes to schedule to solve

Recommend number of PTO slots per day and shift for Operations (can agree upon set % based on staffing levels)

Process time off (PTO) requests

Provide proactive areas to drive VTO or Extra Hours during schedule review meetings. Work closely with Real Time Team to ensure they are aware of potential upcoming gaps post finalization of schedules

Proactively identify alternate schedule methodologies to present to WFM Leadership for review and discussion with SD stakeholders (if feel there is better way to schedule or use different schedule types challenge the status quo)

Work closely with Resource Planning and and Operations to provide new hire schedules proactively, placing new hires on schedule to close gaps

Qualification

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