Senior Scheduling Analyst

Create, maintain, and optimize call center associate schedules to ensure adequate phone coverage and operational performance.

Manage real-time staffing and performance metrics (average speed of answer, average handle time, staffing levels, call volume) using workforce management systems.

Serve as SME for workforce management systems, assist with shift and vacation bidding processes, and contribute to related projects and written standard work.

Bachelor's degree or equivalent.

3+ years of relevant experience including 3+ years working with workforce management systems such as Aspect, EWFM, or IEX, including intra-day/real-time management.

Proficient in Microsoft Office and strong analytical skills for trend analysis.

Work in-office at least 3 days per week; timings are 8:00pm to 4:30am IST.

Experienced in detailed scheduling and real-time management in a call center environment using workforce management tools, preferably Aspect.

Comfortable working independently with strong problem-solving skills to handle multiple tasks and prioritize daily responsibilities.

Capable of collaborating with supervisors and technical support for effective staffing adjustments and outage communication.