Workforce Scheduling Specialist

Job Role :

The Workforce Management Analyst plays a vital role in overseeing workforce planning and scheduling to ensure optimal productivity and service levels within the team. Key skills include strong analytical abilities, excellent communication and interpersonal skills, and proficiency with workforce management software.

Key Responsibilities :

• Forecasting and Staffing : Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
• Scheduling and Allocation : Create employee schedules that align with forecasted demand and labor constraints, optimize shift patterns to maximize efficiency and minimize costs.
• Performance Monitoring and Coaching : Monitor real-time adherence to schedules and performance metrics, identify areas for improvement and provide coaching to employees.
• Data Analysis and Reporting : Analyze workforce data to identify trends and opportunities for optimization, generate reports on key performance indicators (KPIs) related to workforce management.
• Compliance Management : Ensure compliance with labor laws and company policies regarding scheduling and overtime, monitor employee time and attendance to prevent violations.

Required Skills :