Scheduling Analyst

Workforce Schedule Analyst

Summary
Provide the key staffing and scheduling support to most effectively operate the Customer Service contact centers serving all of eBay Enterprise. Utilize workforce management software to keep call volume and average handle time forecasting patterns up-to-date. Provide back up to Senior Scheduling Analyst.

Essential Responsibilities

- Collect, enter and report employee exceptions in a timely manner. Schedule team meetings, training, and other off-phone activities for agents in all Customer Service contact centers.

- Manage the day-to-day numbers of employees on-line by developing and maintaining vacation, sick, training, and project calendars; by real-time tracking and monitoring the number of agents required to those scheduled; and by adding or removing agents throughout the day to meet contact center service level goals without overstaffing.

- Update models for call volume and average handling time utilizing workforce management applications.

- Assist Senior Scheduling Analyst and other Resource Management Analysts to provide detailed daily, weekly, and monthly contact center reports on individual and group contact center performance and scheduling process.

- Match employees to generic schedules, including extra hour and holiday shifts. Distribute schedules in a timely manner.

- Produce optimum, generic contact center schedules reflecting both the needs of employees and the needs of the business under given resource constraints in multiple contact centers.

- Develop contact center work volume, average handling time, shift template, and non-productive time models to produce forecasts, staffing requirements, and what-if analysis utilizing statistical techniques such as multiple regression and Erlang C.

- Provide day-to-day communications to call center employees in multiple sites for such issues as current outage conditions and same-day work-around procedures.

Qualifications

Required

- High school diploma or equivalent
- 1 year scheduling experience in a contact center environment
- 1 year experience with a call center workforce management software program (i.e., TCS/Aspect eWFM, Verint/Blue Pumpkin preferred)
- Proven solid written and verbal communication skills
- Proficient in the use of Microsoft Office suite for the purpose of calculation of data and presentation of results
- A team player with the ability to react and quickly change tasks in a constantly changing environment
- Must be available for work outside of normal business hours, including evening and weekend callouts
- Available for on-call due to, prolonged spikes in call volume or during seasonality needs

Preferred
- Bachelor's degree with an emphasis in Technical Studies, Mathematics, Finance, Accounting, or Economics
- Three to five years’ experience with call center workforce management software, including a strong focus on long term capacity planning.

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Reference number US_EN_99_020476_11948970