Hi, I am Shaira

CNX
(Planner and scheduler)

- The Workforce Management Scheduling Analyst is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Workforce Management Scheduling Analyst works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs.
- Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
- Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
- Prepare and disseminate timely and accurate reports to operations management and clients.
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.