Sr. Analyst, WFM Scheduling

Manage skill-based scheduling for in-house agents including defining agent skills and proficiency levels across multisite and multiskilling environments.

Plan and review production headcount requirements and schedule performance from 30 days up to 2 years in advance, taking corrective actions to address overstaffing or understaffing.

Analyze scheduling inefficiencies, handle non-working time categories, support VTO/OT/PTO requests, and maintain admin features of scheduling tools including assumption management.

Minimum 1 year experience in Workforce Management (WFM) scheduling, proficiency with WFM tools (Ewfm experience is an advantage).

Graduate degree required.

Proficiency in English communication with a minimum B2 level.

Willingness to work 24x7 shifts.

Experienced in scheduling within contact center operations covering phone, email, chat, community, and social media support channels.

Strong analytical skills with a focus on process orientation, root cause analysis, and data-driven decision making.

Comfortable managing scheduling across multiple sites and skill categories with an ability to simplify complex operations into repeatable processes.