Workforce Planning Analyst Time, Scheduling, Workflow

Description

Are you looking for a new opportunity to use your skills in Workforce Planning

As aWorkforce Planning Analyst
- Real Time Scheduling Workflow you will have a variety of responsibilities which will vary by assignment and can include protecting service intradaymaintainingschedules managing workflow allocation across queues skills and channels and coordinatingtimelyoperational updates with stakeholders. Youwill partner closely with operational leaders and cross-functional teams to drive disciplineddeliverysupport recovery during incidentsor unplanned events and keep plans and actions aligned across the day.

This role is within our Workforce Planning team whichsupports a high-volume multi-channel contact centre environment spanning calls chats and back-office workloads. Roles within the team focuson intraday / real-time service management schedule build and maintenance and workflow allocation. Depending on business need the role may lean more heavily toward real-time scheduling workflow or a blended scope with a strong emphasis on day-to-day operational execution and stakeholder coordination.

The Workforce Planning team provides scheduling real-time / intraday management and the tools and ways of working needed to run day-to-day operations across Contact and Back-Office Centres.

We work closely with operational leaders to manage intraday variability coordinate actions andmaintainclear operational communications used to run the day.

Job responsibilities

The exact scope will depend on the role track (Real Time Scheduling Workflow) and business needs based on the following responsibilities for each area.

Real-time / intraday management

• Monitor intraday performance across calls chats and back-office workloads and coordinate actions to protect service levels.

• Execute intraday controls including moving resources between activities controlling off-phone time and sequencing priority actions in line with agreed operational guardrails.

• Maintain real-time schedules and intraday controls within the WFM and real-time tools including managing exceptions and keeping intraday plans current.

• Support incident and business interruption response including tier 1 troubleshooting structured escalation and clear documentation of impacts and actions taken.

• Facilitate (or contribute to) daily operational routines ensuring actions owners and immediate next steps are clear.

Scheduling

• Build publish andmaintainschedules and manage schedule changes to reflect agreed operational inputs and constraints.

• Coordinate workflow allocation across queues skills and channels to support consistent execution andtimelycompletion of work.

• Plan and influence the timing and participation of off-phone activities (for example specialist meetings coaching and department initiatives) to protect service delivery while enabling operational readiness.

• Maintain staffing lists and hierarchy changes to ensure recordsremaincurrent and usable for day-to-day operations.

• Provide clear operational communications on schedule changes allocation changes and intraday decisions ensuring ownership and timing are unambiguous.

Required qualifications capabilities and skills

• Experience in real-time / intraday management scheduling and/or workflow management within a call/contact centre environment with working knowledge of core contact centre metrics and operating levers.

• Strong problem-solving capability and sound judgement with the ability to translate data into practical operational actions.

• Highproficiencyin Microsoft Office (Excel required andWord PowerPoint).

• Strong attention to detail with the ability to manage multiple concurrent tasks prioritise effectively and deliver accurately under time pressure.

• Confident communication skills (written and verbal) including the ability to influence stakeholders at different levelsand work effectively across operations and partner teams.

• Comfortable operating in a fluid environment with changing priorities whilemaintainingcontrol discipline and stakeholder confidence.

Preferred qualifications capabilities and skills

• Proficiency with workforce management tools for scheduling and/or real-time monitoring platforms (may vary by assignment).

• Working knowledge of telephony/call routing and workforce management ecosystems (for exampleAlvaria or equivalent) beneficial depending on assignment.

• Comfortable working with operational dashboards and data extracts for day-to-day monitoring and control.

• Exposure to relevant operational platforms (for example AWS/Amazon Connect Salesforce) beneficial depending on assignment.

• Strong collaboration and presentation skills with the ability to align cross-functional groups around common definitions priorities and actions.

#ICBCareer

Required Experience:

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