Senior Scheduling Analyst

The Senior Scheduling Analyst plays a critical role in supporting the efficiency and effectiveness of contact center operations by optimizing scheduling processes and assisting in the development of the scheduling team. This position is essential for ensuring that the right number of agents are in place to handle incoming and outgoing communication, thereby enhancing customer satisfaction and operational performance. The incumbent will collaborate closely with business partners within the Center of Excellence to identify best practices, implement innovative scheduling solutions, and drive continuous improvement initiatives across the organization. Additionally, the Senior Scheduling Analyst will be crucial in recommending operational and scheduling efficiencies, conducting audits, and contributing to the professional growth and development of the scheduling team. Through data-driven decision-making and strategic planning, the Senior Scheduling Analyst will contribute to achieving the organization’s service level and productivity goals.

Duties and Responsibilities

• Partner with Scheduling Analysts and WE Leaders to recommend and request modifications to schedules to increase schedule and operational efficiencies
• Effectively manage scheduling projects by setting clear project milestones and deliverables, and communicating goals, objectives, and responsibilities; keep the project focused in terms of scope and deliverables and meet project time lines
• Lead and/or participate in meetings to gather and specify department requirements for scheduling projects while also acting as a Subject Matter Expert (SME) of Workforce Scheduling
• Compile, verify, interpret, analyze, and summarize data; identify trends, and communicate results to stakeholders
• Conduct audit checks on various scheduling processes within the department to ensure overall department quality is met
• Support the scheduling analyst by assisting with data collection, analysis, and reporting to ensure accurate scheduling
• Create Reports and Dashboards to support the Workforce Team as needed
• Facilitate team meetings, including preparing agendas, leading discussions, and ensuring that meetings stay on track and productive
• Gather and document meeting minutes, ensuring that action items are clearly identified and tracked for completion
• Develop/review Standard Operating Procedures and workflows to streamline processes to ensure consistency, efficiency, and quality
• Conduct testing and accurately document findings to meet timelines as needed for assigned projects. Responsible for the overall success of applicable testing, including results verification before management team sign-off
• Assess, prepare, and address the operational impacts, workflow, and training issues of the assigned project(s). Ensure post-implementation accuracy
• Provide project and informational updates to management as available and/or assigned
• Participate in planning, requirement gathering, and implementing the Workforce Management Systems (WFM) and associated tools
• Collaborate with business units to understand strategic goals and promote an environment conducive to creativity, change, and information exchange
• Communicate effectively in written and verbal form to Workforce and Operational Teams
• Lead onboarding and training new scheduling analysts, cross training existing analyst and conducting Center of Excellence onboarding for new hires/newly onboarded Business Partners
• Support Contact Center Operations by ensuring optimal staffing levels and scheduling efficiency to meet service level agreements (SLAs) and enhance customer satisfaction
• Partner with Center of Excellence business partners to leverage best practices, implement innovative scheduling solutions, and drive continuous improvement initiatives across the organization
• Additional duties as assigned

Minimum Qualifications:

• HS Diploma or GED from an Accredited Institution

• Experience in schedule preparation and schedule analysis
• Experience in Microsoft Excel creating formulas, pivot tables, using macros, creating graphs, and producing reports with large volume of data
• Ability to gather business requirements, create, execute, and control tools to improve the overall operational efficiency of a business
• Working experience with call center computer software applications such as Microsoft Office, SQL, SharePoint, Verint Workforce Management
• Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation performance
• Experience presenting reports, scheduling projections, trends and recommendations to the team and senior management in a clear, concise, and actionable man