WFM Scheduler Analyst - El Salvador

About the role

The Scheduler Analyst creates and manages schedules for frontline team members for an assigned account. The goal is to allocate resources optimally so that service level goals and client requirements are met, using historical trends and input from internal and external sources.

Key responsibilities

• Manage and control pools and resources (inflow, exits, absence, sills, clients)
• Analyze volume arrival and other patterns, resolving discrepancies between client and account arrival patterns
• Provide a staffing outlook for the next 4-8 weeks based on recent and historical call arrival patterns
• Execute the capacity plan made by Resource Planners by creating realistic schedules based on current and projected team member counts
• Create activity-based weekly schedules for frontline team members based on client requirements, forecasts and scheduling assumptions
• Monitor trends and attrition, flagging changes that could affect resource allocation
• Handle schedule changes caused by requests, conflicts or unexpected circumstances

Required profile

• 2 years of experience in workforce management
• Bachelor's degree or equivalent
• Schedule flexibility and ability to work on-site
• CEFR B1-B2 English (oral and written)

Required skills

• Workforce scheduling knowledge and use of tools such as Verint, NICE IEX or others
• Intermediate use of Excel, Google Sheets and Data Studio
• Solid understanding of labor laws affecting scheduling
• Analytical and complex problem-solving skills