WFM, Scheduler - Guatemala

About the role

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.

Responsibilities:

• Manage and control pools and resources (inflow, exits, absence, sills, clients)
• Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
• Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
• Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
• Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
• Monitor trends and attrition, flagging any changes that may impact resource allocation
• Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances

Mandatory Requirements:

• Schedule flexibility
• Able to work on-site

Core competencies:

• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development

Functional competencies:

• Knowledge of workforce scheduling
• Use of workforce management tools such as Verint, NICE IEX or others
• Intermediate use of Excel, Google Sheets and Data Studio
• Solid understanding of labor laws and regulations impacting scheduling
• Analytical and complex problem solving skills

Qualifications:

• 2 years of experience in workforce management
• Bachelor’s degree or equivalent
• CEFR B1-B2 English (oral/ written)