Senior Scheduling Analyst

About the role

Responsible for creating and maintaining schedules for call center associates to ensure adequate phone coverage. Also responsible for analyzing and administering operational performance in call centers on a real time basis by utilizing workforce management systems to ensure optimum productivity and results.

What you'll do

• Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business
• Create, load, maintain, and review work schedule for all employees, making recommendations where necessary
• Partners with Technical Support to troubleshoot and communicate outages and service level impacts
• Efficiently manage the real time staffing of internal call centers and communicates performance results
• Collaborates with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at site

What you need

• Excel

Good to have

• Power Apps
• Power Automate