WFM Planning Analyst I-Grade B1

Job description

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 productive time based on interval level staffing needs, following region specific labor laws

• Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment

• Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks

• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

Recommended Qualifications

• 3+ years of tenure in WFM intraday and scheduling positions

• Proven experience in operating and directly handling a scope of more than 500 FTEs

• Proven experience in scheduling distribution/bidding of more than 2000 FTEs

• Creative and problem solving oriented

• Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)

• Excellent communication skills

• Proactive and able to take decisions based on real time situations

• Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable

• Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)

• Studies in Engineering, Business Administration, or related fields

• Experience working with internal/ external stakeholders in multiple geographic regions

Extra information

Status

Open

Education Level

Secondary School

Location

alness

Type of Contract

Full-time jobs

Published at

05-06-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English