Bpo Planning And Scheduling Analyst

**BPO Planning and Scheduling Analyst****Responsibilities**:- Monitors incoming queues and ensures representatives are available for support.- Monitors queue to determine appropriate resource allocation to meet service level goals.- Determines queue personnel needs during times of heavy call volume.- Uses Workforce Management tools to Schedule and optimize customer service representatives.- Exception authorization to ensure schedule adherence tracking.- Analyzes historical performance data to identify trends (associate behavior, call volume, activities, etc.)- Escalates issues that may impact the business' ability to manage call volume.**Requirements**:- Typically requires 3-5 years of relevant experience.- Knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.- Strong data analysis skills.- Verbal and written communication skills.- Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.- Proficiency in Microsoft Office.- Must be available to work 24*7.**Job Segment**:Scheduler, Administrative