ActingWorkforceSchedulingAnalyst

**Acting Workforce Scheduling Analyst** **Job Description Summary** The Acting Workforce Scheduling Analyst possesses a strong knowledge of scheduling and forecasting principles in a large multi-client Customer Solutions Contact Center environment. The Analyst is responsible for providing and maintaining optimal schedules for Experts to ensure business and client goals are met monthly, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using scheduling and reporting tools, the Acting Workforce Scheduling Analyst completes scheduling responsibilities and provides analysis and recommendations to Operations to support a rapid decision-making process. The incumbent will coordinate and adjust Expert schedules to maintain appropriate staffing levels and act as a key point of contact and communication within the enterprise. **DUTIES & RESPONSIBILITIES:** * Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinkage for all assigned forecast and staff groups. * Create and maintain optional employee schedules to achieve monthly servicing and efficiency targets. * Create, administer, and optimize forecast and staff groups to minimize labor costs while constrained by servicing requirements, labor laws, and company policies. * Produce reports and conduct ad hoc analysis, as necessary, leveraging data from Workforce Management systems. * Lead the department through shift bid processes to optimally align Experts with customer demand. * Lead cross-functional solutioning to solve service level and/or Efficiency challenges. * Structure scheduling for training to minimize impacts to servicing and labor costs while ensuring that all training is completed in advance of need. * Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of servicing outlooks and action plans, when appropriate. * Act as a c