The WFM Scheduling Analyst will be responsible for the schedule's operations customer experts. As the workflow in the company changes in a daily and weekly period, it's important to knowwhich employees are available to work and which skills they have to choose the best work schedule and the best workplace for each one. ResponsibilitiesBuild and manage agent schedules to meet service levels and staffing requirementsAnalyze call volume and staffing needs to ensure proper workforce coverageCoordinate schedules and shifts plan with Operations Managers and Team LeadersMaintain and update workforce management databases and employee recordsMonitor schedule adherence and resolve scheduling deviationsPrepare long-term and permanent schedules for ongoing and new BPO projects/accountsSchedule agents for training, upskilling, and project transitionsPartner with Operations and Support Teams to improve workforce efficiency and performanceRecommend process improvements to optimize scheduling and workforce utilizationReport policy/process violations to management when neededRequirementsFluent English1 years of experience in WFM in the BPO industry.Strong Microsoft Office skills, especially Excel