Senior Scheduling Analyst

Job description

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description Responsible for creating and maintaining schedules for call center associates to ensure adequate phone coverage. Also responsible for analyzing and administering operational performance in call centers on a real time basis by utilizing workforce management systems to ensure optimum productivity and results. Key Responsibilities -Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business. Create, load, maintain, and review work schedule for all employees, making recommendations where necessary. Partners with Technical Support to troubleshoot and communicate outages and service level impacts. - Efficiently manage the real time staffing of internal call centers and communicates performance results. Collaborates with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at site. Monitors average speed of answer, average handle time, staffing and call volume using available software resources. - Participate in various team or department project requests, as assigned. Serve as SME for system related projects or cross-phone queue efforts. Assist with continued development of written standard work for the department. - Assist in conducting and communicating the bidding process for shift, vacation, holiday, and alternate holiday schedules; updates the appropriate data bases as needed. Other administrative work related to the Workforce Management tool as assigned. Required Qualifications - Bachelor degree or equivalent. - 3+ years of relevant experience. - Strong analytical and organization skills, including trend analysis. - Ability to plan, prioritize and organize effectively / detail-oriented. - Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities. - Proficient in Microsoft Office, as well as other related applications. Excellent written and verbal communication skills. - 3+ year of experience working with one or more workforce management systems such as Aspect (Preferred), EWFM, IEX and intra-day/real-time management. Preferred Qualifications - Admin level knowledge of WFM tool - Aspect - Aspect/WFO tool management In-Office Collaboration We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process. Full-Time/Part-Time Full time Timings (8:00p-4:30a) India Business Unit AWMPO AWMP&S President's Office Job Family Group Business Support & Operations Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.