Position Purpose:
The Resource Management Analyst will maintain and analyze scheduling software, update additions and changes in employee availability, and project coverage needs based on performance history and current business trends. Additionally, the incumbent will disseminate information that is useful, timely, and accurate.
Essential Functions and Responsibilities:
- Analyze and match staffing levels including schedules according to client requirements. Report daily staffing to the client. Plots required trainings based on staffing lines.
- Run and distribute various reports regarding billables, availability, absenteeism, schedule adherence, headcount, intervals, and segments.
- Performs intraday monitoring as needed.
- Proactive communication of CCS metrics and recommendations for action to Operations Management.
- Balance billables to ensure the client is billed appropriately. This entails comparing Kronos time and TCS time for each Consultant, analyzing the differences, and making corrections as needed.
- Ability to support other sites when necessary.
- Enter new hires data into TCS.
- Process shifts bids.
- Educate new hires on scheduling and RTO procedures.
Minimum Job Requirements (Education, Experience, Skills):
- At least 1 year of experience as a Workforce Scheduler in a BPO setting
- Knowledge of Resource Management / Workforce Management tools
- Experience in Aspect eWFM is a plus
- Proficient in Microsoft Office applications
- Ability to manage multiple tasks and work with shifting priorities
- Strong organizational, analytical, problem-solving, and communication (oral & written) skills are required.
- Willing to be assign on a Hybrid Setup / Office is located at Commonwealth, QC
- Can start ASAP
Physical Demands:
Able to work flexible hours and graveyard schedule.
