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WFM Planning Analyst I-Grade B1
Teleperformance —Dublin, County Dublin
- Microsoft Excel
- Engineering
- Business
Senior Cloud Security Engineer
Davy —Dublin, County Dublin
- Full-time
- Hybrid work
- Azure
- Computer Science
- Salesforce
- Employee assistance program
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In addition to base salary, the role may be eligible for a discretionary incentive award and a competitive benefits package, including core benefits such as…
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Senior Cloud Security Engineer
Davy —Dublin, County Dublin
That’s why Davy benefits support you through all of life’s stages, offering health and wellness, flexible working options, flexible benefits allowance, learning…
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Scheduling/Real Time Analyst

Responsibilities to include but not be limited the following

Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders

Enforce real time adherence in all Work Types and Markets within the scope of operation

Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages

Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion

Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws

Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks

Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

Recommended Qualifications

Proven experience in operating and directly handling a scope of more than 500 FTEs

Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)

Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)

Experience working with internal/ external stakeholders in multiple geographic regions