Scheduling Analyst

Job Summary

A company is looking for a Scheduling Analyst to assist in supporting their National Solutions Center.

Key Responsibilities

• Forecast daily contact volume and staffing requirements
• Manage schedules across all departments and conduct shift bids every three months
• Analyze scheduling efficiency and recommend improvements based on variance analysis

Required Qualifications

• High School Diploma or GED required; Associate's Degree or greater preferred
• 2+ years of Workforce Management experience in a multi-channel contact center
• Proficiency in Microsoft Office365 is required
• Experience with WFM software and telephony systems preferred
• Solid working knowledge of contact center products and services