MCE Call Center Scheduling Analyst

  • 601 Experian Pkwy, Allen, TX 75013, USA
  • Employees can work remotely
  • Full-time
  • Department: Customer Service
  • Role Type: Hybrid
  • Employee Status: Regular
  • Schedule: Full Time
  • Flexible Time Off: 15 Days

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

 

Job Description

Experian has an immediate opening for an experienced Call Center Scheduling Analyst who will be responsible for accurate and timely maintenance of agent schedules to ensure a proper balance staffing group.

Job description:

The successful candidate will work with a global team to create and maintain agent schedules, pre-plan off-the-phone activities, maintain and track agent resources across multiple contact centers and client groupings.

Key Responsibilities:

  • Create and maintain schedules
  • Pre-plan off-the-phone activities (i.e. coaching, compliance CBTs, etc.)
  • Manage time off process within a Workforce Optimization Software
  • Coordinate with Operational leadership to ensure staffing coverage for meeting service level agreements
  • Coordinate with training to track and schedule new hires and uptraining’s.
  • Work within the WFM team to supply accurate staffing numbers
  • Ensure data integrity within WFM system
  • Create and manage line of business shift bids

Qualifications

Job requirements:

  • High school diploma or equivalent required.
  • Schedule flexibility
  • Minimum of three years’ Workforce management experience in a large (300+ FTE) contact center; multiple-center experience is a plus
  • Process improvement and strategic alignment; Shift bidding, creative scheduling
  • High-Speed internet (During COVID WFH Strategy)

 Skill requirements:

  • Intermediate to Advanced knowledge of Microsoft applications (Outlook, Excel)
  • Advanced experience with Sharepoint would be a plus
  • Strong attention to detail
  • Strong ability to multitask in a fast-paced dynamic environment
  • Experience and a strong skill set working with WFM scheduling software (Calabrio is preferred)
  • ACD/Call routing knowledge
  • Strong written and verbal communications (Primarily English)
  • Proven previous job stability, including maintaining long-term work relationships with former employers
  • Must be able to clear the company’s pre-employment screening

Additional Information

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.ll your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

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