[Hiring] Analyst, WFM Scheduling @CNX

Role Description

The Scheduler will have responsibility for all administrative and scheduling duties. This includes:

• Schedule maintenance and creation
• Intraday planning
• Reporting
• Agent maintenance on WFM systems
• Annual Leave management
• Overall WFM tools/reporting maintenance

Work closely with Operations and Training teams to best plan intraday activities and identify possible changes in arrival patterns.

Qualifications

• Previous experience in a similar role or at least 1 year in an RTA role
• Applicants must be from RTA department only, or with proven scheduling experience
• Must have been using IEX N.I.C.E WFM tool for real-time monitoring and schedule communications
• Must have no warnings or PIP for the last 6 months
• Must have 100% capability to work from home - environment, stable internet connection, and commitment
• Proficient in resource scheduling/intraday management applications
• Ability to multi-task and meet timelines on deliverables
• Proven experience consulting with all levels of management, peers, and teams
• Proficient in Microsoft Office or Google Docs
• Detail-oriented
• Good analytical, numerical, and problem-solving skills
• Effective organizational and time management skills with the ability to multi-task proficiently
• Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure
• Strong team building and leadership skills, including strong logical thought processes
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives
• Ability to extract, manipulate, and present data from WFM application/manual platform

Requirements

• Saudi citizens or people living in KSA with the necessary work permits can apply; both are eligible to apply
• Previous experience in the WFM field as both RTA and scheduling is necessary
• Previous experience with the IEX workforce management tool is necessary
• B2 English level
• Strong verbal and written communication skills with stakeholders and clients are required
• Preferably to be aware of capacity planning terms and framework
• Advanced knowledge in Microsoft PowerPoint and presentation aspects is required
• Must be flexible with working hours between morning and midday shifts that could extend to pre-midnight coverages if business demands

Company Description