EU Scheduling and Optimization Analyst
Job Purpose:
Analyzes Contact Centre volume, performance/productivity, and patterns to optimize staffing levels. Schedules call center employees to align to contact volume distribution. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. The roles are to ensure that strategic objectives are met in an efficient and cost-effective manner. Highly proactive in planning and communication.
What You Will Do:
Assist in building and configuring the workforce management tool to meet both local and global service delivery requirements.
Measure and analyze key data to identify exceptions and trends, providing proactive insights to support decision-making at global and local levels.
Contribute to the establishment and development of effective communication methods to support positive schedule management
Own and optimize scheduling processes, conducting regular internal audits to ensure efficiency and accuracy.
Analyze variances between forecasted demand and resource availability to improve forecast accuracy and resource allocation.
Assist in developing performance management data, like scorecards and dashboards, for tracking and communicating performance indicators.
Proactively analyze key data to identify trends and exceptions, ensuring timely and actionable insights.
Identify, investigate and correct data anomalies, communicating service information to partners.
Record, share and adapt best practices to ensure alignment with company and industry standards
Ensure that, where appropriate, lessons are learnt to ensure the development of the workforce planning/scheduling process and tools. This will include the collation and management of feedback to and from staff within multiple locations.
Identify issues/risks associated with any element of the workforce planning cycle and its supporting data and suggest appropriate improvement strategies to support these issues.
Provide an environment where colleagues can challenge existing processes and identity new ways of working that would be advantageous to the organization.
Identify own development needs in relation to current role, plans and own personal development objectives in line with internal rotation development plan.
Conduct shift bids to align staff when required and add new employees to production.
Handle Vistaprint Vacation Allotment Process.
Plan and schedule training initiatives to support employee development and operational readiness.
Develop impact assessments and "what-if" scenario models to guide strategic decision-making.
Lead end-to-end scheduling and medium-term planning for Vistaprint’s EU contact centers, supporting 500+ agents.
Collaborate with Global Analytics and Marketing teams to ensure accurate forecasts and alignment with business objectives.
Create intraday contact volume and AHT forecast distributing to use for short and medium-term planning
Perform real-time functions when needed
Act as mentors and real-time lead when needed
Analyze AHT, concurrency, and shrinkage trends to set realistic targets and improve workforce planning accuracy.
Interpret large datasets to drive data-driven decisions that align with company goals and objectives.
Evaluate the forecasted contact volume and generate requirements to staff the various Lines of Business appropriately.
Assist in the reporting of the accuracy of capacity and scheduling data using various tools and models (Erlang c, real life data, simulation modeling)
Your Qualifications:
Minimum Associate degree or equivalent experience in Statistics or related field (bachelor’s preferred) or 2 years’ work experience in WFM or a similar field, or participated in the scheduling internship
Must have experience in scheduling large groups of employees (400 or more)
Solid understanding of risk analysis and use of analytical techniques in problem-solving
Contact Center Workforce management experience
Specialist knowledge of workforce management tools
Sound analytical thinking with strong problem solving and decision-making skills
Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.
Ability to achieve results through others in a positive fashion that balances the interest of the business with the interest of the employee
Superb interpersonal and communication skills
During peak planning periods, additional hours will be required.
Highly results oriented and comfortable in a fast paced high stress production environment.
Why You'll Love Working Here:
Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.
Commitment to Diversity, Equity, & Inclusion:
Vista exists to help our customers live their dreams. Each dream is unique – and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.
Equal Opportunity Employer:
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.