Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

We are currently hiring Scheduling Analyst. Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.The candidate must be team-oriented, customer service driven, with the ability to work under pressure with minor supervision. This is a growing fast paced environment.

Clear understanding of agent scheduling including shift creation for new hires, development of overtime/AED requirements. Monitoring intra-day volumes to ensure compliance to business needs. Support the delivery of service levels and productivity targets for all skills/queues through demonstrated understanding of our business drivers and levers. Monitor and strategize based on volume actuals against forecast, to meet day to day outlook and advise weekly plans.

Impact on Business

• Staffing allocation - Determine current day/week time-off allocations per team; Monitor and manage use; Plan scheduled activities (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met.
• Volume Analysis/Reporting - Identify trends and potential risks that may arise throughout the day; Monitor staffing levels against scheduled plan to efficiently handle incoming workload while maintaining optimal adherence to productivity and service levels
• Time & Attendance Coordination - Responsible for ensuring the accurate maintenance of attendance information in Teleopti and/or other designated software as identified by leadership; ensure timely and clear communication with
• Compensation regarding schedule activity end-to-end; identifying trends, communicating and adjusting daily/weekly/monthly plans as appropriate
• Communication – Lead regular meetings with department Managers and Team Leaders; Able to present and clear explanations and make relevant contributions to senior leadership conversations using written and verbal communications; Collect and analyze supporting data for communications, tailoring presentation for audience, proactively informing strategic decision making; Able to process a high volume of exceptions using mailbox or other designated communications vehicle
• Assisting with weekly schedule plans; Assist with optimization of schedules and confirm weekly maintenance of resource allocations; ensuring that resource assignments reflect as they should (names, emails, skills, team hierarchy, leave vs active, external logons, termination, etc)
• Capable of building and maintaining shift profiles in Aspect
• Assisting with new hire training within WFM
• Assist with training the operation on and implementation of schedule-related plans, ensuring understanding and gaining collaboration across all parties
• Work with Operational and support departments to effectively plan off-phone time
• Identify hot spots and take appropriate actions to minimize any impacts
• On-going generation, creation, and maintenance of accurate data/reporting

Innovation and Change

• Run and compare what-if scenarios for staffing; Provide reasoning for recommendations
• Work closely with leadership to plan, manage and implement shift bids/new schedule distribution and team drafting
• Analyze data to outline any reasons for under/over performance; Determine, communicate and execute mitigation plans, if necessary
• Support the production, communication, & implementation of service level action plans
• Evaluate and implement opportunities for improving workflow processes and automation of processes

Experience & Education:

• Minimum 6 months experience in workforce analytics as a Scheduler or RTA, business intelligence and/or data analysis preferred
• Experience performing complex analyses and creating models
• Experience in workforce planning and/or forecasting (i.e. scenario planning, staffing models, etc.)
• Experience coordinating a variety of project tasks, such as prioritizing and planning work activities, setting appropriate deadlines, and effectively managing time and resources
• BA or BS degree in Mathematics, Computer Science, Business Administration preferred, or equivalent work experience

Professional Knowledge/Experience:

• Proficient in the use of Microsoft Office with an emphasis on Excel
• Proficient in the use of at least 1 Workforce Management Software (Teleopti, Genesys, Aspect, IEX, Verint, etc)
• Strong knowledge of at least 1 automated call distribution system (Twilio, Avaya CMS, RingCentral, etc)
• Proficiency using MS Office products, specifically Excel and PowerPoint
• Experience navigating and extracting data from HRIS/Payroll systems, ADP preferred
• Preferred Proficiency in the use of Salesforce and dialer routing tools

Knowledge, Skills, Abilities:

• Excellent written and verbal communication skills with a demonstrated ability to explain analysis and recommendations to all levels of the organization, including group presentation and facilitation
• Ability to genuinely engage with all levels within an organization
• Ability to manage and structure large sets of data
• Ability to manage and prioritize simultaneous data analysis requests of varying size and scope
• Strong problem-solving, data analysis, and root cause analysis
• Flexible, goal-driven, and organized
• Some project management experience a plus

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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