Scheduling Analyst

Scheduling Analysts will be focused on scheduling models that measure the supply and demand of the contact center (on a daily and weekly level), in order to ensure the most effective and efficient utilization of resources. Scheduling Analysts will work very closely with department Managers and Supervisors in order to establish the most effective schedules for various lines of business within the contact center. Scheduling Analysts should be very well versed in standard scheduling methods, analyzing intraday performance data, trend analysis, and the various factors that impact supply and demand on the scheduling level. Scheduling Analysts will require a high level of experience and expertise in WFM protocol and WFM scheduling software (Aspect/Alvaria).