The purpose of this role is to maintain the administration of schedules for the assigned management units from start to finish and back up for your scheduling peer and intraday specialist roles. Build and maintain any Workforce Management reports including but not limited to daily, weekly and monthly shrinkage, workload analysis, and incentive and trending pattern reports. Produce schedules plans that directly impact the resource levels to meet service standards, including attendance and adherence matters as well as proactively manage changes in shift. Maintain all colleague data information in and out of IEX. Assist in leading the administrative tasks within NICE IEX: Managing users and permissions for system access, Activity codes and definitions, feature functionality, staffing tables, skills. Work in close partnership with Hyatt Operations leaders to ensure our scheduling is running optimally and efficiently, ensuring that our service and productivity metrics are met.

• Create schedule based on the forecasting volume and catering to the local needs 
• Manage new hire schedule/creation and termination of colleagues in IEX 
• Time off group rules set up and management ,ensure proper quota released to align with the forecasting volume
• Be proactively update the daily activities and schedule according to the volume and operational changes to ensure all SLA’s are met
• Shrinkage and attendance monitoring and reporting 
• Assist with IEX feature functionality(EEM/Smart Sync etc)
• Projects and additional duties may be assigned as needed
• Provide support to other Workforce Management team members when business conditions require or as directed by Manager or Team Lead.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

• 1-2 years of contact center workforce experience with a strong emphasis on forecasting and scheduling or intraday monitoring preferred
• Bachelor’s Degree Statistics, Business, or other related field preferred
• Workforce Management Certification preferred
• Strong Excel, Access, PowerPoint skills required
• Experience with workforce management systems such as IEX or similar platform preferred
• Experience with workforce optimization software such as EEM or similar platform preferred
• Understanding of call distribution and short term (by half hour) forecasting
• Strong verbal and written communication skills required
• Good oral and written English skills required
• Ability to communicate effectively with multiple stakeholder teams 
• Able to implement operational SOPs that provide clear line of sight and the necessary call to action to key stakeholders
• Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints
• Must be open minded and be able to adapt to a fast paced, changing environment
• Proven ability to creatively problem solve in a dynamic, high pressured atmosphere