Scheduling Analyst

Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

OVERALL PURPOSE OF JOB

· Scheduling work-force based on laid down guidelines using Work-force Management tool
· Managing the work-force on real time basis based on prescribed guidelines using work-force Management tool, Cisco & Client Application DUTIES AND RESPONSIBILITIES:

· Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed based on client requirement and internal capacity plan numbers
· Administer shift bids across multiple sites and clients/lines of business
· Develop and adjust employee schedules and rotations to meet the work volume demand on each day
· Adjusts breaks, lunches, start and stop times and other offline activities for each hour
· Analyst will also be required to provide support for Roster Management and Forecasting/Capacity Planning functions
· Initiate the stakeholders monthly forecast process and governance
· Support development of staffing and scheduling optimization through on going volume and AHT trend analysis.
· Manages iTalk schedules of the analyst
· Fixes issues between vendor and operations
· Creates or improves the process related to iTalk scheduling
· Conducts roadshow for the new process
· Sends regular reports
· Analyst will also be required to provide support for other scheduling functions like Leave Management, Seat Management and Roster Management and Forecasting/Capacity Planning functions

Desired profile

Qualifications :

KEY QUALIFICATIONS/SKILLS

·  Ability to work independently, multi-task and meet deadlines
·  Analytical interpretation of data
·  Proficiency in Microsoft Excel
·  Knowledgeable in any WFM Software e.g. EWFM, BluePumpkin, IEX
·  Must be able to work with all levels of the organization in capturing, managing and communicating metrics
·  Excellent written and verbal communication skills
·  Workforce Management experience required
·  Bachelor's Degree holder