Wfm scheduling & intra-day analyst

• Generate optimal agent schedules (shifts, breaks, lunches, off-phone activities) that align with forecasted volumes, service level targets, and agent preferences, while considering operational constraints
• Collaborate closely with site operations leadership to understand staffing needs, agent skills, and operational limitations to produce realistic and effective schedules
• Manage and process time-off requests, shift swaps, and schedule changes, ensuring minimal impact on service levels and operational efficiency
• Publish schedules on time and communicate effectively with agents and operations teams regarding adherence to schedule expectations
• Actively monitor real-time contact center performance metrics (e.g., AHT, adherence, service level, occupancy, ASA) and identify emerging trends or deviations from forecasts
• Proactively identify and address intraday staffing gaps or surpluses, making real-time adjustments such as approving voluntary time off, initiating overtime, or adjusting skill assignments, with a practical understanding of their operational impact
• Communicate regularly with operations teams to provide updates on performance, highlight areas of concern, and recommend immediate actions to maintain service levels
• Coordinate with trainers, team leaders, and other stakeholders to manage off-phone activities (e.g., coaching, training, meetings) and ensure their alignment with operational needs and WFM guidelines
• Provide WFM training and guidance to operations staff (e.g., team leaders, supervisors) on adherence, schedule management, and WFM best practices
• Actively participate in cross-functional meetings and initiatives to improve overall contact center performance
• Identify and recommend enhancements to WFM processes, tools, and methodologies, taking into account the practical implications for site operations.

• Bachelor’s degree in Statistics, Mathematics, Industrial Systems Engineer, Economics, Actuary or a related field preferred, or equivalent working experience
• Willing to come into our Kraków office 2-3 times per week
• 1+ years of experience in Workforce Management (WFM) within a contact center environment, with a significant portion dedicated to scheduling and intra-day management
• Demonstrable experience working directly within or in close partnership with contact center site operations, possessing a strong understanding of day-to-day operational challenges and workflows
• Proficiency with ACD software (e.g., Genesys, TalkDesk, Avaya, etc) and WFM Software (Aspect, Verint, Calabrio, NICE WFM, PlayVox, etc.)
• Advanced spreadsheets skills (Excel, Google Sheets, e.g., pivot tables, vlookups and advanced formulas)
• Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights
• Excellent communication (written and verbal in English) and interpersonal skills, with the ability to effectively collaborate with all levels of the organization, particularly operations teams
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Strong attention to detail and accuracy
• Proactive, self-motivated, and able to work independently as well as part of a team
• Availability to work in a hybrid work model, hours 12:00-20:00.

Preferred previous experience in the food and hospitality industries.

• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week
• New, modern, bright and comfortable office space in the city centre
• A lot of free parking spots around the office
• Access to the company’s library
• Great working atmosphere
• Chill out room with a PlayStation, table tennis, and mini gym
• Free snacks and beverages in a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland.