Call Center Workforce Management Scheduling Analyst - Full-time

remotepromsp; India; On-site; INR 4,331,087 - 6,737,247; Full time

Benefits offered by this job

Competitive Wages

Full Benefits (Medical, Dental, 401k)

Time Off

Wellness programs

Job summary

TP is seeking a Workforce Scheduler to analyze day-to-day scheduling needs based on call center requirements, manage staffing data, and implement efficient scheduling solutions. You will report on historical performance, participate in audits, and deliver required reports to leadership.

The role requires 2+ years in call centers and at least 6 months in WFM, with strong analytical and communication skills. A fast-paced environment and cross-functional collaboration are part of daily work.

Qualifications

• Minimum 2 years call center experience.
• 6 months WFM experience.
• Strong analytical, numerical, and problem solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Analyze day-to-day scheduling based on requirements to determine workforce needs.
• Manage internal staffing files to report historical performance and staffing data.
• Identify opportunities and implement scheduling solutions to maximize efficiency.
• Implement audits to ensure process accuracy and deliverables.
• Create and deliver required reporting.
• Lead meetings with stakeholders to manage staffing plans and performance.

Skills

Call Center

WFM

Analytical skills

Numerical skills

Problem solving

Verbal communication

Written communication

Tools

MS Office

Outlook

Excel

Blue

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 scale 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

• 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

Job Location

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 staffing demands.
• Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, reputed company requirements, and trended metrics that impact 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 lead meetings with reputed company stakeholders as required to manage staffing 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 projects (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 positive, 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.