Analyst - Staff Planning & Scheduling (Chicago or Houston)
About the position Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. Description Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day. Job overview and responsibilities This role handles contact center employees scheduling activities. This includes reviewing the demand pattern and determining appropriate shifts to cover the demand pattern. In addition, Scheduling Analyst schedules various activities including vacation, training, meetings, and other employee activities across multiple functions. Responsibilities • Creates employee schedules, conducts shift bids by function for final schedules for all Contact Centers and schedules various employee activities in appropriate systems including Time Off, Training, Meetings • Continuously evaluates the effectiveness of the shift bid (schedules) and makes the vital adjustments to meet then changing demand or supply • Partners closely with the Resource Planning, Real time Ops teams to determine changes to the scheduling activities and reviews weekly staffing Surplus/Short by interval, by function and recommends overtime need, and staff reductions to optimize labor to meet the service levels • Learns and understands Union contract rules related to employee schedules and becomes subject matter expert in implementing schedule activities within the contractual rules • Analyzes efficiency of shift schedules against the call arrival patterns and recommends changes for ad hoc shift adjustments and support teams to ensure that all centers operate at the maximum efficiency level Requirements • Bachelor's degree or 4 years of relevant work experience • 2+ years of workforce planning and scheduling • Strong analytical skills • Excel – intermediate level required • Microsoft Suite Software experience (PPT, Word, Teams) • Have strong organizational skills and able to prioritize multiple projects • Must be legally authorized to work in the United States for any employer without sponsorship • Successful completion of interview required to meet job qualification • Reliable, punctual attendance is an essential function of the position Nice-to-haves • Bachelor's degree • Experience working in a 24x7 inbound call center workforce planning • 2 years contact center scheduling experience • Workforce Planning experience in a 24/7 inbound call center environment • Knowledge of Contact Center scheduling software (Aspect, IEX or other systems) highly desirable • 2 years contact center scheduling experience • Collaboration skills across multiple teams • Experience working in a union environment Benefits • medical • dental • vision • life • accident & disability • parental leave • employee assistance program • commuter • paid holidays • paid time off • 401(k) • flight privileges