Workforce Management Scheduling Analyst (BPO)

About the role

We are looking for a Workforce Management Scheduling Analyst to manage employee schedules for Operations Customer Experts in a BPO environment. The role ensures the right people with the right skills are placed at the right time and location, aiming to boost productivity and employee satisfaction.

Key responsibilities

• Automatically allocate work schedules to meet service level and legal requirements while optimizing resources.
• Analyze staffing needs for each workplace and discuss schedule plans with managers.
• Maintain and update employee databases with relevant information.
• Create, validate, and adjust permanent and temporary schedules, handling deviations as they arise.
• Schedule training programs for employees needing new skills.
• Collaborate with other departments to improve project outcomes and propose continuous‑improvement ideas.

Required profile

• Graduate degree.
• Fluent in English.
• 2‑5 years experience in contact‑center or shared‑services environments serving international markets.
• Strong analytical, planning and problem‑solving abilities.
• Excellent time‑management and flexibility.

Required skills

• Microsoft Excel (advanced).
• Microsoft Office Suite.