Scheduling Analyst (Workforce Management)

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

Role Description and Mission:

Key Outcomes:

• Responsible for analyzing forecasted volume and available staff resources for the upcoming 6 months rolling to ensure that we schedule staff in the most efficient manner to properly utilize our available resources and maintain acceptable service levels.
• Responsible for creating and publishing schedules that are aligned to the forecasted short and long term call/workload Demand in support of business plans, productivity and Operational objectives.
• Ensuring that all schedules are generated properly and adhere to any applicable schedule bids through effective management of the Workforce Management Software system groups, agent data, optimizations, and staff availability.
• Evaluate requests for schedule alterations or exceptions and enter approved exceptions accurately into WFM system.
• Responsible for accurate alternative scheduling recommendations that result in acceptable maintenance of service levels. This will be done primarily through targeting and recommending training and through scheduling offline opportunities when the volume to staff ratio is low and recommending overtime solicitation when the volume to staff ratio is high.
• Manage holiday balances/requirements well in advance to ensure that allotted vacation time is being used, ensuring minimum vacation balance carry-over and service delivery is not negatively impacted 
• Required to further determine how many vacation positions can be allocated to each call type on any given day and using this information to assist in the planning of our time off calendar.
• Coordinate with operational leaders and internal business partners to schedule all shrinkage activity in line with targets while ensuring maximum availability of agents.
• Responsible for scheduling all associates and activities based on the forecast to support both the client AND the employee experiences. This includes ensuring that all client channels are staffed for appropriate service levels while supporting back office requirements and employee development activities. This balancing act is required a majority of the time since required resources will typically exceed actual resources based on all priorities.
• When required resources exceed actual resources, scheduling options must be developed and presented to the regional offices with strong recommendations. One week's solution will impact future week decisions to ensure that one KPI is not consistently impacted over the other.
• Coordinate and align with Real Time Analysts on real-time workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels.
• Oversee daily schedule conflicts, approve staff time off, monitor attendance 
• Responsible for scheduling all onsite training and off line activities as requested by management.
• Periodic recurring review of all shifts and their effectiveness
• Run required reports and analyze resulting data, and make data-backed recommendations 
• Respond to supervisory and managerial requests for information regarding scheduling and service level agreement targets within the contact centers.
• Responsible for ensuring that all aspects of the Workforce Management Software systems are accurately and effectively maintained and updated on a continual basis

Skills, Education and Experience:

EDUCATION: Associate Degree or equivalent work experience

EXPERIENCE: 0-2 years related experience in a contact center environment.

SKILLS: Demonstrable understanding of Contact Center tools and theories.  Good Data Entry/Analysis skills, problem solving, and decision making skills.  Ability to be highly organized with an emphasis on accuracy and timeliness.  Good organization, time management, attention to detail, and multi-tasking skills.  Strong computer skills that include proficiency in Excel, Word, Access, PowerPoint.  Ability to, with a high level of customer service, effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.  Ability to multi-task in a fast-paced environment.  Willingness and desire to be part of a team environment.  Ability and willingness to learn new software applications.  Must be able to work with minimal supervision.  Flexibility in hours (40+ hours per week as needed to achieve stated goals in a 24/7 operation).

WORKING RELATIONSHIPS: Interacts with all levels of management and staff

• United States: AZ, CA, FL, NM, TN, TX, & VA.