Senior Scheduling Analyst

Responsible for creating and maintaining schedules for call center associates to ensure adequate phone coverage. Also responsible for analyzing and administering operational performance in call centers on a real-time basis by utilizing workforce management systems to ensure optimum productivity and results.

Key Responsibilities:

• Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
• Create, load, maintain, and review work schedules for all employees, making recommendations where necessary.
• Partner with Technical Support to troubleshoot and communicate outages and service level impacts.
• Efficiently manage the real-time staffing of internal call centers and communicate performance results.
• Collaborate with supervisors to identify and implement necessary staffing adjustments and intraday management for call activities at site.
• Monitor average speed of answer, average handle time, staffing, and call volume using available software resources.
• Participate in various team or department project requests, as assigned.
• Serve as SME for system-related projects or cross-phone queue efforts.
• Assist with continued development of written standard work for the department.
• Assist in conducting and communicating the bidding process for shift, vacation, holiday, and alternate holiday schedules; update the appropriate databases as needed.
• Perform other administrative work related to the Workforce Management tool as assigned.

Required Qualifications:

• Bachelor's degree or equivalent
• 3+ years of relevant experience in workforce scheduling, capacity planning, and workforce management.
• 3+ years of experience working with Workforce Management (WFM) tools such as Aspect (preferred), Calabrio (preferred), EWFM, and IEX, including intraday/real-time workforce management.
• Strong analytical and organizational skills, including trend analysis, problem-solving, and data interpretation.
• Ability to plan, prioritize, and organize work effectively with strong attention to detail.
• Demonstrated ability to work independently, take initiative, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Advanced proficiency in Microsoft Office applications, particularly Excel.
• Experience with Microsoft Power Platform tools, including Power Apps and Power Automate, as well as SharePoint, is preferred.
• Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams and present insights to stakeholders.

Preferred Qualifications:

• Admin level knowledge of WFM tool - Aspect
• Aspect/WFO tool management

In-Office Collaboration:

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity, and personal connection, we deliver for our stakeholders - clients, advisors, employees, and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time:

Full time

Timings:

(8:00p-4:30a)

India Business Unit:

AWMPO AWMP&S President's Office

Job Family Group:

Business Support & Operations