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DESCRIPTION
Are you looking to develop your career and take on larger responsibilities in an exciting environment and dynamically growing company? We’re looking for an experienced workforce specialist to join our team in Riga as a Scheduler Analyst.
Overview of tasks:
- Creating Comprehensive Schedules: Incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
- Resolving Scheduling Conflicts: Recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients.
- Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
- Providing Staffing Outlooks: Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
- Scheduling system maintenance: Maintaining and updating employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
REQUIREMENTS
- Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management
- Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level
- Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred
- Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
- Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
- Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.