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Posted On:

Apr 12 2012



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Job Profile

This is a fantastic opportunity to work for a progressive company. Due to rapid expansion we are looking to recruit a scheduling analyst, who has a genuine passion for planning and scheduling to ensure that service level agreements are met and exceeded.

┬ ┬ ┬ ┬

Key Responsibilities ┬

Using a combination of excel and in-house applications, manage the preparation and delivery of daily and weekly agent schedules based on forecasted call volumes

- Responsible for management of same day schedule adjustments based on real time information, adjustments required due to holidays, absence.┬ ┬

- Manage headcount utilization across all sections of customer services and technical support to ensure even distribution of workload across all sub groups. ┬

- Generate and communicate agent rosters to all Agents. Considerations will be based on business requirements, call arrival pattern analysis, and Service level requirements. ┬

- Monitor and manage daily capacity including service level management┬

- Deal with daily workflow requests in a timely manner, holiday requests, shift adjustments, adhoc reporting requests. ┬

- Manage the holiday allocation file to maximize availability of holiday slots and ensure all booking approved, adjustments are correctly recorded and maintain waitlist. ┬

- Provide regular reporting to Team Leads and Management regarding total holidays taken against allocation, availability to year end, TOIL management and individual agent bookings to ensure even distribution of available slots, allocation adjustments based on business requirements and complete utilization of allocation per person by year end. ┬

- Work closely with Training Specialists to consider all additional training modules to be delivered based on induction training requirements.┬

- Provide timely advise of languages and skills to be recruited based on business needs identified.

┬ Skills Required

-┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ At least 12 months experience working in planning/forecasting with prior headcount, shift planning and rostering experience. ┬ ┬

Previous experience of a workforce management system is an advantage

-┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ Detail orientated┬

-┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ Excellent working knowledge of MS Excel/Word/Access┬

-┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ Team worker┬

-┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ Ability to analyse date and make changes based on the data┬

┬ - ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬ Commercial awareness