WFM Scheduling Analyst II

TP; Malad City (ID); On-site; USD 55,000 - 85,000; Full time

Job summary

TP in Malad City, Idaho seeks a quantitative contact center analyst to analyze trends in call volume and patterns, assess staff productivity, attrition, and resource allocation. You will forecast call arrivals and build staffing and scheduling plans to align with business unit goals.

The role may include recommending operational improvements and leading scheduling initiatives, with independent work and professional expertise guiding outcomes.

Qualifications

• Analyzes contact center trends including call volume, patterns, staff productivity, attrition, and resource allocation.

Responsibilities

• Forecasts call arrivals and builds staffing and scheduling plans to meet business unit goals.
• May recommend operational improvements and execute short- to mid-term projects within the team.

Job description

Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn''t need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.