Schedule Optimization Analyst 2 - (US-UT-Draper - 84020)

Minimum Education: Tech School
Job Type: Full Time
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General Summary
The schedule optimization analyst is responsible for all apsects of intra-day and intra-week tracking, forecasting, planning and post-mortem analysis of contact volume and handle times for eBay North America Customer Support Operations.

Specific Duties :
- Maintain and analyze historical trend data within Forecasting and Scheduling tool for all specified departments. This includes maintaining accurate seasonal factors and holiday factors on a department-specific basis.
- Collaborate with Operations Leaders to ensure that all appropriate factors are accounted for in planning and scheduling.
- Collaborate with Budget and Planning team to ensure all appropriate factors are included in weekly forecasts.
- Collaborate with the scheduling team to ensure that agents are in the right schedules at the right times.
- Collaborate with the real-time management team to call out any staffing gaps and make recommendations on how to minimize service disruptions.
- Prepare department-specific weekly reports and analysis comparing actual performance to the forecast and provide recommendations for improving the accuracy of future forecasts.
- Maintain all elements of eWFM
- Recommend forecasting and scheduling process changes within and beyond the scope of assigned responsibilities.

Qualifications
- Minimum of 4 years experience in a call center.
- Minimum of 4 years workforce management experience (preferrably forecasting or scheduling) in a multi-site, multi-channel contact center that utilizes workforce management software.
- Minimum of 4 years experience using a Workforce Management scheduling and forecasting tool (e.g. Impact 360, IEX, eWFM). eWFM experience is preferred.
- Knowledge of contact center solutions preferred. (Avaya, CMS Supervisor, Kana, Talisma, Kronos, etc...)
- Strong analytical skills
- Strong sence of urgency and follow through
- Ability to collaborate with all levels of the business
- Strong written and oral communication skills
- Ability to handle multiple projects under pressure.
- Ability to work flexible hours as needed.
- Ability to maintain highly confidential information
- Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
- Maintain a high level of teamwork through a positive attitude.
- Internal candidates must meet or exceed all published IPP standards measured semi-annually.

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