Description

Full Location: Bengaluru - IN

WFM Scheduling Analyst

Our WFM Scheduling Planning Analyst provides optimal scheduling solutions to the ResultsCX organization in workforce management areas such as: optimal schedules, coaching/meeting training scheduling and proactive view into intraday staffing with recommendations to ensure both internal and client goals are met. The WFM RPA will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX

In This Role You Will

Ensure WFM system is configured optimally for program being scheduled (internal IEX)
Maintain close alignment with Resource Planner and Resource Planning file ensuring metrics used for scheduling are consistent with RP
Keep Scheduling software (internally IEX) up to date with employee data change management (remove terms, add current hires, process transfers cross program)
Ensure all schedule headcount has an accurate schedule in the system for the defined schedule lock period (2-3 weeks)




Create proper number of schedules based on local labor laws and agreed upon schedule set with Operatoins to best meet client expectations
Continually identify areas of opportunity to adjust, recreate, change schedules to ensure optimal coverage and internal productivity metrics are met
Review previous weeks performance to identify root cause for any gaps in performance and call those out proactively along with a plan to mitigate
Trend AHT and shrink at the interval level and ensure accurate trends are being utilized in interval demand requirement generation
Trend call arrival patterns using historical data to ensure we are scheduling against the most up to date arrival patterns
Process schedule change requests from Service Delivery approving if they help the business, deny if they do not – work on case-by-case scenario to retain employee should schedule have to change
Schedule coaching, meet

📌 WFM Scheduling Analyst (India)
🏢 ResultsCX
📍 India