This position will be responsible in maintaining optimized and accurate schedules as well as system and roster maintenance.
They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners.
Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for minimum 1-week look ahead for short term planning and schedule management.
Job Specifications (Qualifications, Skills and Experience)Educational BackgroundUniversity degree or equivalent higher qualificationWork ExperienceMinimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.
Minimum of 2 years as a real time analyst managing and supporting a campaignSystem Knowledge Requirement : extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)Additional Requirements : extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.
Skills RequirementsStrong skills in using Excel to create and maintain historical data and forecasting models.Applied knowledge of predictive statistics will be a strong advantage.
Knowledge of inbound call center environment is preferred.Actuarial / Statistics / Math background will be an advantage.