The WFM Scheduling Analyst supports Workforce Management functions through the creation and maintenance of agent schedules and the ongoing upkeep of capacity plans and related data. This role ensures schedules align with staffing requirements and are accurately maintained within workforce systems. Key responsibilities include generating schedules, updating capacity planning tools, maintaining agent profile data, and producing routine scheduling reports.
Job listings
$41,427–$52,402
USD/year
You'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.