Workforce Scheduling Analyst

Asurion; Angeles; On-site; PHP 600,000 - 900,000; Full time

Job summary

Asurion in Angeles City, Philippines is seeking an Acting Workforce Scheduling Analyst to optimize staff schedules for a multi-client contact center. The role requires strong forecasting, data analysis, and cross-functional collaboration to meet monthly service goals.

You will coordinate Expert schedules, produce reports from Workforce Management systems, and advise Operations on scheduling decisions to balance service levels and costs.

Qualifications

• Forecast demand and staffing metrics across forecast and staff groups.
• Create and maintain monthly schedules to meet targets while minimizing costs.
• Produce reports and ad hoc analysis from Workforce Management data.
• Coordinate cross-functional stakeholder communications and process improvements.

Responsibilities

• Forecast critical demand and staffing metrics.
• Create and maintain optional monthly schedules.
• Lead schedule optimization within labor laws and policies.
• Produce reports and ad hoc analyses from WFM systems.
• Coordinate holiday scheduling trends and stakeholder updates.

Skills

Forecasting

Scheduling

Data analysis

Stakeholder comms

Tools

WFM systems

Job description

Acting Workforce Scheduling Analyst

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