The Sr. Analyst Scheduling will play a key role in optimizing workforce planning by forecasting demand, creating schedules, and ensuring efficient staffing.

Key Responsibilities:

Forecasting & Planning

Analyse historical data, trends, and business inputs to support demand forecasting.

Assist in creating short-term and long-term staffing plans to align with business needs.

Identify patterns and provide insights to improve forecast accuracy.

Scheduling & Workforce Optimization

Develop and maintain agent schedules, considering shift patterns, break allocations, and business requirements.

Monitor real-time staffing and recommend adjustments as needed.

Support leave planning and shrinkage management to ensure operational efficiency.

Collaboration & Reporting

Work closely with Operations, HR, and other stakeholders to align staffing with business objectives.

Generate reports on staffing trends, forecast accuracy, and schedule adherence.

Provide data-driven recommendations to enhance workforce management practices.

Skills:

Strong analytical and problem-solving skills.

Interest in working with data, numbers, and operational planning.

Good Excel skills (basic formulas, pivot tables, data handling).

Effective communication and collaboration abilities.

A keen eye for detail and logical thinking.

Experience:

2 years prior experience in scheduling and planning for BPO.

Knowledge of workforce planning tools (Verint, Aspect, Nice).