Deskripsi Pekerjaan
Join Asurion as a Workforce Scheduling Analyst and become a key driver of operational excellence in our dynamic call center environment. This critical role involves proactively monitoring real-time call queues and staffing levels to ensure optimal service delivery and customer satisfaction. You'll leverage data analytics to forecast call volumes, adjust schedules dynamically, and maintain service level agreements while maximizing resource efficiency. Collaborate with cross-functional teams to implement workforce management strategies, analyze performance metrics, and identify opportunities for process improvements. If you thrive in fast-paced environments and are passionate about optimizing workforce performance, this position offers a rewarding career path with a global technology leader.
Tanggung Jawab
- Monitor real-time call queues and staffing levels to maintain service level targets and operational efficiency
- Analyze historical data and trends to forecast call volumes and staffing requirements
- Create, adjust, and optimize work schedules to align with business needs and performance metrics
- Collaborate with team leaders to address staffing challenges and implement solutions
- Generate reports on workforce performance including adherence, occupancy, and service levels
- Identify opportunities for process improvements in workforce management systems
- Utilize WFM software (e.g., IEX, Calabrio) to support scheduling and reporting activities
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- 1-2 years of experience in workforce management, scheduling, or call center operations
- Proficiency in workforce management software and data analysis tools
- Strong analytical and problem-solving skills with data-driven decision-making abilities
- Excellent communication skills for cross-functional collaboration
- Ability to work in a fast-paced environment and adapt to changing priorities
- Attention to detail and accuracy in scheduling and reporting processes