Schedule Analyst

Ceridian is changing the world of work by enabling companies to be free to succeed in their core business through its suite of innovative managed human resource solutions for HRMS, payroll, tax filing, application outsourcing, time and attendance, benefits administration and employee effectiveness services. Ceridian Corporation (NYSE: CEN) is an information services company serving businesses and employees in the United States, Canada and Europe. For more information about Ceridian's comprehensive array of human resource solutions, visit www.ceridian.com/myceridian. EEO/M/F/D/V
The primary responsibility of this position is to coordinate and implement the scheduling activities for service delivery. Provide analysis and recommendations of performance improvement opportunities for the key metrics that Resource Management is responsible for and to support the Workforce Managers in carrying out day-to-day operations.Job Responsibilities:
Scheduling/Real-time Analyst, you will monitor statistical data related to real-time and forecasted call volumes, average handling time, staffing and adherence to ensure compliance of daily/weekly staffing plans for multiple contact centers.Using trend and real-time analysis, you will make recommendations for operations improvements such as
reconcile staffing
voluntary time offchanges to call overflowallocation regarding staffing to maintain proper balance between sites.
Requirements for the position are:
BA/BS degree in Technology, computers or business preferred.2 years experience in call center for multi-site business. Call center experience and/or training; or equivalent combination of education and experience.Proficient in Microsoft word, excel, and Blue Pumpkin scheduling software, or applicable software a must.
Previous experience with WFMPreferred Qualifications:
Specific experience with Blue Pumpkin WFM
This position will operate in a traditional office setting utilizing a personal computer and telephone as primary work tools. Since the position is cross-locational, some limited travel may be required. There are no unusual physical requirements of this position.
REQUIREMENTS


The primary responsibility of this position is to coordinate and implement the scheduling activities for service delivery. Provide analysis and recommendations of performance improvement opportunities for the key metrics that Resource Management is responsible for and to support the Workforce Managers in carrying out day-to-day operations.ESSENTIAL DUTIES AND RESPONSIBILITIES:Responsible for maintaining and enforcing exception management in Blue Pumpkin workforce management software.
Coordinate and communicate all scheduled activities for consultants.
Process time off and schedule change requests.
Work with Directors and SDMs to ensure staffing and service level results (i.e. abandonment rate, adherence, and accessibility) are achieved.
Monitor real time center performance to maximize capacity and performance. Make recommendations to staffing if needed.
Monitor performance toward meeting service guarantees
Understand and utilize daily metrics including % of calls answered within required metric, abandonment rate, length of call and skills based scheduling toward achieving Service Delivery goals.
Work with others in analyzing call/work volume for trends, daily performance and forecasting. Produce reports and recommendations for the centers.
Responsible for ensuring customer service strategies are achieved utilizing all available technology.
Demonstrate significant impact to the business in helping to drive resultsQUALIFICATIONS REQUIRED:
Minimum two (2) years call center environment experience.
Superior oral and written communication skills, knowledge of business protocol and practices, time management an d organizational skills.
Ability to work across organizational boundaries.
Multi-task oriented
Effectively cope with change and shift gears comfortably.
Capable of negotiating processes and organizing people and activities.
Quickly grasp new concepts and enjoy the challenge of unfamiliar tasks.
This position will operate in a traditional office setting utilizing a personal computer and telephone as primary work tools. Since the position is cross-locational, some limited travel may be required. There are no unusual physical requirements of this position.