Call Center Workforce Management Scheduling Analyst - Full-time

remote zest jobs; India; On-site; INR 4,318,618 - 6,717,850; Full time

Benefits offered by this job

Full Benefits

Job summary

TP is seeking a scheduling analyst to manage day-to-day workforce planning for a large call center operation. You will analyze call volumes, determine staffing needs, and maintain performance reports. The role emphasizes data-driven decision making, audit accuracy, and collaboration with stakeholders to improve efficiency.

You will work onsite from Lauderdale, FL, with responsibilities spanning data reporting, process audits, and continuous improvement in a dynamic environment.

Qualifications

• Minimum 2 years call center experience and 6 months WFM experience.
• Strong analytical, numerical, and problem solving skills.
• Excellent verbal and written communication; ability to present information clearly.
• Organizational skills to manage multiple tasks in a fast-paced environment.
• Proficient with MS Office and WFM software used by the team.

Responsibilities

• Analyze day-to-day scheduling based on requirements to determine workforce needs.
• Manage internal files (TPS, TIP) to report historical performance and projected staff needs.
• Identify opportunities and implement innovative scheduling solutions.
• Implement audits to ensure accuracy in processes and deliverables.
• Provide, create, and maintain necessary reporting.
• Perform other duties as assigned by supervisor or manager.
• Thrives in a fast-paced, high-energy environment.
• Ensure company policies are followed and issues escalated as needed.
• Participate in meetings with stakeholders to manage plans and performance.

Skills

Call center

WFM

Analytical skills

Communication

Organisation

MS Office

WFM tools (Blue, IEX, Aspect)

ACD knowledge

Attendance reliability

Tools

Blue (WFM)

IEX

Aspect

Job description

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global reputed company and local reputed company allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• reputed company
• Competitive Wages
• Full Benefits (Medical, Dental, reputed company, 401k and more)
• reputed company Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach reputed company with deep industry and geographic expertise, we reputed company people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in reputed company that we do. You will become a key contributor in making that happen.

Did you know that our Chief reputed company Officer started her career at TP as an agent and advanced to the reputed company of reputed company At TP, the sky is the limit!

This position is 100% onsite in reputed company Lauderdale, FL. Work reputed company is not available for this position.

Your Responsibilities

• Analyze the day-to-day scheduling based on reputed company requirements to determine workforce needed to meet fluctuating call volumes and reputed company demands.
• Management of internal reputed company files (i.e. TPS and TIP) to report historical performance data, reputed company requirements, and trended metrics that reputed company projected staff
• Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency.
• Implement and reputed company audits to ensure accuracy in reputed company processes and deliverables.
• Provides, creates, and implements reporting as needed
• Performs other reputed company duties and assignments as required and as assigned by supervisor or manager.
• Thrives as reputed company player in a fast-paced, high-energy, change-oriented environment.
• Ensure reputed company reputed company policies and procedures are adhered to, including but not limited to: reputed company, HR, Operations, etc, and any reputed company infractions of any of these corporate policies and procedures are communicated to the reputed company reputed company Management immediately.
• Participate in and reputed company meetings with reputed company stakeholders as required to manage reputed company plans and performance.

Qualifications

• Minimum 2 years call center experience and 6 months WFM experience
• Must demonstrate strong analytical, numerical, and problem solving skills.
• Excellent verbal and written communication skills and the ability to effectively present information across reputed company reputed company of the organization
• Strong organizational skills and the ability to prioritize workload, meet deadlines and reputed company multiple tasks with attention to detail in a challenging, fast-paced, shifting-reputed company environment
• Proficient in MS Office Suite (reputed company, Outlook, reputed company) and WFM software utilized by assigned reputed company (Blue reputed company, IEX, Aspect, etc.)
• Knowledge of contact center dynamics and company operations reputed company an ACD environment
• Flexible schedule and impeccable attendance record
• Minimum of 90 Day tenure with reputed company.

Soft Skills

• Process reputed company
• Collaboration
• Communication
• Emotional Intelligence
• reputed company-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It is our mission to always reputed company an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We reputed company that reputed company employees are happy and healthy, they are more productive, creative, and reputed company. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also reputed company that to be our best selves, we need to be surrounded by people who are reputed company, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer