Sterling - Scheduling/Planning Analyst

As a Planning Analyst, youll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand.

Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts.

This role is ideal for someone who combines analytical thinking with exceptional organizational skills.

Duties and Corresponding Tasks

Workforce Scheduling:

- Allocate shifts and breaks in compliance with operational needs and labor regulations.

- Manage shift swaps and time-off requests while ensuring adequate coverage.

Forecasting and Resource Planning:

- Adjust staffing plans proactively to account for anticipated changes in workload or resource availability.

Real-Time Adjustments:

- Collaborate with Real-Time Analysts to address unexpected absences or workload spikes.

Stakeholder Communication:

- Inform team members promptly about updates or changes to their schedules.

Performance Monitoring:

- Identify trends or issues (e.g., frequent tardiness or absenteeism) and report findings to management.

Reporting and Analysis:

- Analyze scheduling data to identify opportunities for improving accuracy and operational performance.

Compliance Management:

Employee Engagement:

- Address concerns or disputes related to scheduling in a fair and transparent manner.

Process Improvement:

- Propose and implement process improvements to optimize resource utilization and reduce costs.

System Maintenance and Utilization:

- Leverage advanced features of scheduling tools to automate repetitive tasks and enhance scheduling precision.

Requirements

- Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.

- Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.

- Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools.

- Solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA).

- Excellent organizational skills, attention to detail, and ability to manage multiple priorities.

- Strong communication, negotiation, and conflict resolution abilities.

- Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.