Scheduling & Optimization Analyst

<span style="font-family:"Calibri",sans-serif">Scheduling & Optimization Analyst

Job Purpose

Analyzes Contact Centre volume, performance/productivity, and patterns to optimize staffing levels. Schedules call center employees to align to contact volume distribution. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.
The roles are to ensure that strategic objectives are met in an efficient and cost effective manner.

Highly proactive in planning and communication.



Key Responsibilities
<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To assist in the construction and configuration of the workforce management tool so that it meets both local and global service delivery requirements
<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To complete measurement and analysis of key data to ensure that exceptions and trends are understood and proactively highlighted so as to aid decision making at a global and local level

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To contribute to the establishment and development of effective communication methods to support positive schedule management

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To own and manage schedule processes, conducting relevant internal audits to ensure process are up to date and optimized.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Analyze the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Assist in the production of performance management data, scorecards, & dashboards.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Analysis of key data, to ensure that trends and exceptions are analyzed and highlighted in a proactive manner.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Identifying, investigating and correcting data anomalies, provision of service information for stakeholders.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Assist in the accuracy reporting of capacity and scheduling data by the use of various tools and models (Erlang c, real life data, simulation modeling)

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Record, share and adapt best practices to ensure alignment with company and industry standards

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To ensure that, where appropriate, lessons are learnt to ensure the development of the workforce planning/scheduling process and tools. This will include the collation and management of feedback to and from staff within multiple locations.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">To identify issues/risks associated with any element of the workforce planning cycle and its supporting data and suggest appropriate improvement strategies to support these issues.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Provide an environment where colleagues can challenge existing processes and identity new ways of working that would be advantageous to the organization.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Identifying own development needs in relation to current role, plans and own personal development objectives in line with internal rotation development plan.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Responsible for conducting shift bids to align staff when required and add new employees to production.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Responsible for managing Vistaprint Vacation Allotment Process.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Responsible for the proactive scheduling and planning of training initiatives.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Develop impact assessments and what if scenario models.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Lead end to end scheduling and medium-term planning activities for Vistaprint’s contact centers supporting 1000+ agents

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Manage relationships with our Global Analytics & Marketing teams to ensure accurate forecasts

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Create intraday contact volume and AHT forecast distributing to use for short and medium-term planning

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Perform real-time functions when needed

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Act as mentors and real-time lead when needed

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Create and maintain a skill matrix to allow for a multiskilled multichannel environment to executed in a logical way that does not overwork or overburden the agents
<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Create and maintain a skill matrix to allow for a multiskilled multichannel environment to executed in a logical way that does not overwork or overburden the agents
<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Analyze AHT, concurrency and shrinkage trends to create appropriate targets for requirement building

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Compile and interpret large data sets to determine appropriate actions in-line with company goals and objectives

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Evaluate the forecasted contact volume and generate requirements to staff the various Lines of Business appropriately.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Calibri",sans-serif">Assist in the reporting of the accuracy of capacity and scheduling data using various tools and models (Erlang c, real life data, simulation modeling)



Qualification & Experience

Minimum Associate degree in Statistics or related field (bachelor’s preferred) or 2 years’ work experience in WFM or a similar field, or participated in the scheduling internship

Must have experience in scheduling large groups of employees (400 or more)

Working knowledge of risk analysis and use of analytical techniques in problem-solving

Contact Center Workforce management experience

Specialist knowledge of workforce management tools

Sound analytical thinking with strong problem solving and decision-making skills

Working knowledge of contact center operational management & workforce management methodologies and principles.
Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.

Creative approach to problem solving and team collaboration.
Ability to achieve results through others in a positive fashion that balances the interest of the business with the interest of the employee

Superb interpersonal and communication skills

Highly developed analytical, problem recognition and decision-making skills.
Must be available to work any shift that falls within our operating hours which spans 24 hours, seven (7) days per week.
During peak planning periods, additional hours will be required.

Highly results oriented and comfortable in a fast paces high stress production environment.

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