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Support Global Scheduling Analyst
hace 3 meses
At Smartsheet, we are on the lookout for change agents to be part of our Global Workforce Scheduling Analyst team within the Technical Support Workforce Management (WFM) Team. This role is not just for anyone, but for those who understand the workings of Workforce Management and possess a solid knowledge of scheduling and real-time monitoring in a contact center environment. Your mission will be fundamental in enhancing workforce operations efficiency and boosting customer satisfaction in the contact center space.
This fully remote eligible position reports directly to the Senior Manager of Workforce & Vendor Management.
You Will:
- Administer WFM software/solution to streamline forecasting, scheduling, and real-time monitoring processes.
- Generate, update, and publish schedules using the WFM software/solution.
- Optimize schedules to ensure the right staffing with appropriate skills at the right time to meet SLA goals.
- Initiate shift alignment (shift bid) to guarantee staffing requirements are always met to achieve SLA goals.
- Manage contact center shrinkage to avoid exceeding allocation targets for meeting SLAs (e.g., PTO allocation, training/meeting/coaching scheduling).
- Maintain accurate roster records in Technical Support.
- Support in achieving service level targets at monthly, weekly, daily, and intraday levels through active scheduling efficiency monitoring.
- Communicate performance trends and areas of concern to stakeholders, aiding in corrective action planning related to efficiency metrics.
- Collaborate with internal teams and vendors to mitigate performance impacts and improve processes.
- Conduct regular meetings with Service Delivery managers focusing on scheduling initiatives.
- Aid in developing and maintaining playbooks and documented processes.
- Perform other WFM duties as assigned.
You Have:
- Minimum 2 years of experience in WFM scheduling and real-time monitoring in contact center operations.
- Proven proficiency in schedule generation and optimization utilizing Workforce Management solutions such as Playvox, IEX, Verint, Alvaria, with experience in Playvox being an advantage.
- Strong analytical skills, organizational and time management skills, problem-solving skills, customer focus, and attention to detail.
- Proficient in Google Workspace and/or MS Office, with the ability to learn and work with Smartsheet.
- Effective communication and comprehension skills in English.
- Adaptability, agility, and the ability to work effectively in a fast-paced environment.
- Previous experience working with vendors and the ability to exemplify the Smartsheet Way and Core Competencies.
- Willingness to work flexible hours in a 24x7 environment.
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members.
- Equity options for eligible roles.
- Monthly stipend to support work and productivity.
- Various benefits through Asociacion Solidarista.
- Generous vacation and leave policy.
- Opportunities for professional growth and development.
- Teleworking options from any registered location in Costa Rica.
Get to Know Us:
At Smartsheet, we are dedicated to fostering a diverse and inclusive environment where everyone is valued and empowered to contribute meaningfully. Regardless of your background, experience, or career path, we encourage you to apply and be a part of our mission to change the world of work. Join us on this journey of innovation and collaboration
