Scheduling Analyst

Location: Guatemala City, Guatemala
Date Posted: 11-21-2016

Intelenet Global Services is selecting 1 Scheduling Analyst to join our WMF team in Guatemala City.
This position is responsible for providing annual, monthly, weekly, daily and intra-day projections of call volume, average handle time and staffing requirements. Tracks performance, generates reports as related to forecasting, scheduling, service levels and agent performance.

Essential Duties and Responsibilities
  • Prepare and analyze agent schedules in order to meet service level requirements in the most efficient manner possible within Intelenet scheduling guidelines, legal requirements, and other constraints.
  • Handle shift bids and assigns schedules.
  • Prepare and execute annual PTO and holiday bid requests.
  • Work with associates and leaders to resolve scheduling issues and concerns.
  • Ensure schedules are published within acceptable time frames.
  • Analyze requests for alterations to the schedule and responds appropriately.
  • Process requests for paid time off and responds appropriately with information and/or approvals.
  • Monitor daily service levels and productivity, adjusts schedules as necessary.
  • Generate reports to track liability (absences, meetings, reliability and other scheduling exceptions).
  • Analyze staffing trends and makes recommendations to management.
  • Provide scheduling training for new associates.
  • Conduct regular training sessions to ensure scheduling tools are being utilized to their fullest potential.
  • Other duties as assigned.

Minimum Qualifications (Education, Experience, Skills)
  • Previous experience in a call center working as a scheduling analyst OR
  • Previous experience in a Team Lead/Supervisory capacity in a call center with scheduling experience.
  • Strong understanding of ACD systems and call routing—Experience with workforce management systems
  • Verint Blue Pumpkin preferred or IEX or other similar system
  • Knowledge of staff planning, workload distribution and trend analysis
  • Ability to handle and prioritize multiple projects and tasks
  • Four-year degree or equivalent work experience
  • Excellent written and verbal communication skills
  • Excellent PC skills, including Outlook, Excel, and Access
  • Good organizational skills to meet deadlines in an environment of constantly changing priorities
Apply today and share why you are the right candidate to join the team!
  • Apply by: 2.21.17
  • Position to start by: 2.28.17
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