Scheduling Analyst

DUTIES & RESPONSIBILITIES:

Analyzes and summarizes operational data for management. Works in collaboration with Scheduling Lead/Advisor/ Supervisor to continuously improve, streamline and automate procedures and data manipulation necessary for required scheduling outputs. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Resource Planning. Consolidate efforts across WFM driving innovation and an enterprise approach for one-stop shop solutions where possible.

Key Responsibilities:

• Generate daily, weekly, and monthly schedules using WFM software.
• Create and improve time-off allowance measures and allotments, effective analysis of accruals versus utilization to better inform Long Range parameters.
• Proactively highlight and provide comprehensive reports related to off-production risks/opportunities.
• Create model that effectively computes relevant inputs to provide accurate new hire & new client schedules; continually enhance accuracy of output.
• Execute PTO, Holiday & Shift Bidding.
• Execute plan for observed and non-observed holiday schedules.
• Utilize business product knowledge and efficient procedures to execute scheduling plans to meet Short Range forecast requirements, achieve optimal schedule efficiency and close any gaps
• Contribute to feedback loop for improvement in processes and procedures.
• Create standard SOP's related to job role and to drive process improvement.
• Identify opportunities and participates in implementing improvements related to scheduling and staffing functions.
• Process updates submitted by internal customers within department turnaround time expectations of less than 48 hours.
• Provide excellent customer service and recommendations for self-service alternatives as applicable.
• Provide end to end support for relevant internal clients. Clients/customer teams requiring limited WFM support.
• Perform audits, create, and maintain key WFM platform elements such as work patterns, skill assignments, and org alignments.
• Process task management requests for delivery through Intradiem and provide frequent updates on progress towards completion.
• Monitor schedule efficiency and make recommendations for improvements.
• Acts with a sense of urgency
• Ensures attention to detail
• Additional duties as assigned

General Safety and Security

• Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

COMPETENCY REQUIREMENTS:

• Strong analytical and technical skills.
• Innovative thinker with strong communication skills
• Proven ability to perform in-depth data analysis and present insights in a clear manner
• Ability to adapt in a dynamic work environment, learn quickly, contribute solutions
• Ability to prioritize and meet timelines and deadlines
• Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.

OTHER REQUIREMENTS:

• Bachelor's degree preferred
• At least 2 years relevant experience
• Workforce planning analysis in an operations environment preferred
• Demonstrated knowledge of MS Office software, specifically Excel (v-lookups, pivot tables, macros)
• Demonstrated experience with Workforce Management software (Aspect WFM, Verint, NICE, etc.)
• Demonstrated knowledge/experience with SQL, Microsoft BI, C++ or other AI language for numerical data processing