WFM Planning Analyst I-Grade B1

Scheduling/Real Time Analyst

Responsibilities to include but not be limited the following

Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders

Enforce real time adherence in all Work Types and Markets within the scope of operation

Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages

Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion

Creation and optimization of schedule shells, allocating ...