Role: WFM Scheduler Analyst

Location: Essen, Germany

Work model: Hybrid

DUTIES AND RESPONSIBILITIES:

• Create and manage comprehensive schedules, incorporating team needs such as training, coaching, feedback sessions, and future resource requirements.
• Resolve scheduling conflicts and recommend solutions for issues or special requests from team members or clients.
• Collaborate with key operational contacts to effectively schedule activities, including unplanned and planned absences or downtime.
• Provide weekly staffing projections for the upcoming weeks to assist with planning and resource allocation.
• Maintain and update employee records, including skills, scheduling agreements, time-off entitlements, and contractual details in the scheduling system.
• Develop schedules that meet client requirements, incorporating training, coaching, and performance feedback, as well as forecasted team needs.
• Analyze data on workload patterns and use workforce management tools to determine appropriate staffing levels based on historical trends.
• Address discrepancies between actual and expected arrival patterns, recommending adjustments as needed.
• Monitor team trends and attrition, identifying potential issues that could impact resource planning.
• Coordinate with operational contacts to schedule key activities, ensuring smooth workflow.
• Provide realistic staffing plans based on current workforce availability and performance.
• Share weekly staffing outlooks to ensure the program is prepared for the upcoming weeks.

REQUIREMENTS

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
  
• At least 2 years of experience in a customer service or call center environment, with at least 1 year in workforce management preferred.
• Familiarity with workforce management processes such as staffing forecasts, scheduling, and performance metrics is preferred.
• Proficient in using Google Suite (e.g., Sheets, Slides) and Microsoft Office applications (e.g., Word, Excel).
• Knowledge of local labor laws and regulations related to workforce management and scheduling is a plus.
• Strong problem-solving abilities, with the ability to make sound decisions in scheduling and resource allocation.

OFFER

• Relocation assistance is available
• Working schedule: Office hours, Monday to Friday
• Private health insurance after probation period
• Working as part of a dynamic and multicultural team
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care