Workforce Management Scheduling Analyst
San Francisco, CA (Remote) /
Operations – Workforce Management /
Full Time
/ Remote
The Scheduling Analyst develops and maintains operational staff scheduling information, utilizes analysis and results to forecast workload, and builds resourcing and scheduling plans to meet business objectives. The analyst coordinates with other teams when overflows occur and inbound traffic must be redirected, and works closely with the Workforce Manager to ensure data is accurate and actionable.
Job duties include determining the optimal schedule, communicating the schedule, maintaining tools and systems, measuring performance, monitoring the effectiveness, maintaining changes, and producing reports based on their analysis. Minimum qualifications include experience in a schedule-focused environment, data entry and information analysis, knowledge of productivity software, and the ability to be flexible and update projections based on real-time information. Working well in a team-oriented, collaborative manner is a must.
Responsibilities
- Acts as administrator of the Workforce Management System to forecast and produce staff work schedules and monitor schedule adherence.
- Performs schedule management of future schedule change & historical adherence exception management for accurate analysis.
- Develops and maintains user profiles and data in contact management systems (for skill based routing and scheduling purposes).
- Partners with outside vendors to assist with Adds/Moves/Changes as needed.
- Develops hourly, daily, weekly and monthly historical reports from call distribution and contact management systems. Presents trend reports to management to assist in organizational development.
- Designs and utilizes survey/reports to monitor and assess service performance.
- Provides occasional training on software tools and usage of statistical data.
- Identifies necessary and/or beneficial changes in operations, quality of services, and practices. Defines problems/issues; proposes and discusses solutions with appropriate parties.
- Determines need for automated data analysis and/or research projects to assess current systems/procedures and develops new tools for data collection.
- Works according to deadlines for the delivery of assigned projects and analysis.
- Identifies and assists in implementation of WFM technology.
- Develops command of business operations and uses data/reports to help identify areas of opportunity and create solutions to drive efficiencies.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Knowledge & Experience
- At least six (6) years of direct experience in contact center scheduling
- Strong knowledge of scheduling & system best practices and methodologies
- Experience with core enterprise scheduling software applications and integration (NICE, Verint, etc.)
- Direct, hands-on experience with ad hoc query programs and reporting software
- Extensive practical knowledge in importing data for use in spreadsheets and graphs
- Proven data analysis, data verification, and problem-solving abilities
- Well-developed project management skills
- Strong business acumen, proven expertise in oral/written communication, the ability to compile and present information with demonstrated analytical problem-solving, business reports, and decision-making capabilities using commercially available tools.
- Effective communicator (verbal and written), interpersonal skills, and the ability to communicate with both business and technical teams.
- Excellent analytical and problem resolution skills with the ability to translate complex concepts into simple, actionable recommendations.
- Ability to understand customer’s goals with strong attention to detail and critical business processes and rules to design solutions.
- Self-motivated and driven to improve the quality of data and related processes.
- Experience working with Data Warehouse teams with a good understanding of Data Warehouse modeling techniques is preferred.
Formal Education & Certifications
- Four-year college diploma or university degree or 8-10 years equivalent work experience
What we can offer:
- Competitive salary and pre-IPO stock options
- 100% company-paid medical, dental and vision insurance (for employee)
- Mental & Behavioral Health Benefits
- Flexible paid time off
- Leave programs for life events
- 401(k)
- A great company culture with a strong emphasis on diversity, equity and inclusion
Infinitus Systems, Inc. is an early stage startup building a voice automation platform to enable businesses to communicate with each other efficiently. Infinitus has raised $51.4M to date and is backed by Kleiner Perkins, Coatue Management and Google Ventures. Healthcare is one of the biggest contributors to the US GDP and we are on a mission to reduce the complexity and spend on healthcare backoffices. At Infinitus, you will have a unique perspective on the development of cutting edge technology while working with major players across the healthcare industry in the US.
Infinitus is made up of engineers, product managers, AI trainers, and operations specialists who collaborate on all kinds of projects. We not only encourage each other to do our best work, we also share our pet pictures, our favorite recipes, and stories from our vacations.
At Infinitus Systems, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
