Workforce Scheduling Analyst

uBreakiFix; Angeles; On-site; PHP 500,000 - 640,000; Full time

Job summary

uBreakiFix in Angeles, Philippines seeks an Acting Workforce Scheduling Analyst to optimize labor planning across multiple clients. The role focuses on forecasting demand, creating schedules, and leading shift bid processes to align staffing with customer demand.

You will collaborate with Operations, IT, and Learning and Development, produce reports, and provide actionable insights to support rapid decision making.

Qualifications

• Experience with workforce scheduling and forecasting in contact center environments.
• Familiar with reporting tools and data analysis.

Responsibilities

• Forecast critical demand and staffing metrics for all assigned forecast and staff groups.
• Create and maintain optional employee schedules to meet monthly targets.
• Create, administer, and optimize forecast and staff groups to minimize labor costs while respecting policies.
• Produce reports and conduct ad hoc analysis using Workforce Management data.
• Lead shift bid processes to align Experts with customer demand.
• Collaborate with Operations, IT, and Learning & Development to resolve issues.
• Structure scheduling for training to minimize service impact and cost.
• Communicate servicing outlooks and action plans to stakeholders.
• Conduct staffing reviews with Operations leaders as needed.
• Balance staffing levels by coordinating offline requests between Operations and L&D teams.
• Promote workforce planning standards and update stakeholders on scheduling trends.
• Develop and implement training materials for workforce software/tools.

Job description

Job Description:

Acting Workforce Scheduling Analyst

Job Description Summary

The Acting Workforce Scheduling Analyst possesses a strong knowledge of scheduling and forecasting principles in a large multi-client Customer Solutions Contact Center environment. The Analyst is responsible for providing and maintaining optimal schedules for Experts to ensure business and client goals are met monthly, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using scheduling and reporting tools, the Acting Workforce Scheduling Analyst completes scheduling responsibilities and provides analysis and recommendations to Operations to support a rapid decision-making process. The incumbent will coordinate and adjust Expert schedules to maintain appropriate staffing levels and act as a key point of contact and communication within the enterprise.

DUTIES & RESPONSIBILITIES:

• Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinkage for all assigned forecast and staff groups.
• Create and maintain optional employee schedules to achieve monthly servicing and efficiency targets.
• Create, administer, and optimize forecast and staff groups to minimize labor costs while constrained by servicing requirements, labor laws, and company policies.
• Produce reports and conduct ad hoc analysis, as necessary, leveraging data from Workforce Management systems.
• Lead the department through shift bid processes to optimally align Experts with customer demand.
• Lead cross-functional solutioning to solve service level and/or Efficiency challenges.
• Structure scheduling for training to minimize impacts to servicing and labor costs while ensuring that all training is completed in advance of need.
• Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of servicing outlooks and action plans, when appropriate.
• Act as a central point of contact for the service and scheduling of assigned lines of business; conduct staffing reviews with Operations leaders as needed.
• Execute timely and appropriate actions to balance staffing levels by coordinating offline requests between Operations and the Learning and Development teams.
• Follow and encourage workforce and scheduling best practices to ensure workforce planning standards are being utilized across regions to maintain data integrity
• Meet with key stakeholders of workforce software and tools to develop and implement training material.
• Coordinate and communicate holiday scheduling trends, guidelines, and action plans.
• Troubleshoot unexpected scheduling issues as they arise, resolving them quickly and updating stakeholders in a timely manner.
• Other duties as assigned