Asoc. Analyst WFM

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you ready to be one that AIMS HIGHER. REACHES FARTHER in handling centralized tasks of schedule adherence, attendance and real time productivity? Can you ACT BOLD.BE PASSIONATE in handling exceptions in the customer service schedule process? Can you BE ONE.HELP MANY in implementing and communicating schedule changes? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

ESSENTIAL FUNCTIONS

• Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and others by the WFM Planner provided documentation.
• Reviewing and processing requests from operations for activities, time off, and exceptions into the schedules, based on provided guidelines, capacity, and regulations.
• Creating employee schedules with the automated WFM tool used for the specific accounts.
• Fine-tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal of minimizing schedule deviation and schedule inefficiency.
• Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures.
• Complete the Standard Work Instruction for Schedulers and ensure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management
• Actively participate and provide suggestions and solutions during scheduled approach review.
• Create and maintain availability points or other settings for flex scheduling or other schedule methods.
• Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided.
• Performs all other duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s/associate degree (any field) or equivalent work experience
• At least 2 years experience in Workforce Management Scheduling with Real-Time Management Background in a call center environment
• Willing to work on the permanent graveyard shift.
• Knowledge of MS Office (especially MS Excel and relevant WFM tools).
• Real Time Management and Scheduling
• Good communication skills
• Basic reporting and analytical skills
• Must possess effective organizational skills and time management skills.

About Continuum Global Solutions, LLC

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.