Scheduling Analyst

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Job Overview:
The Scheduling Analyst role primarily focuses on efficiently creating and managing schedules between our intake channels (Jira Service Desk, Chat, Phone & Slack). This position requires a comprehensive understanding of volume trends, staff availability, and the ability to balance operational needs with employee preferences. The Scheduling Analyst collaborates closely with management to forecast volumes, participates in and leads global synchronization meetings, and ensures the right staffing balance between intake channels.
Responsibilities and Duties:

• Schedule Creation and Management: Develop and maintain accurate schedules in the Calabrio WFM System for Customer Advocates (CA) agents to align with projected volumes. This includes publishing monthly schedules and modifying existing ones to respond to operational changes and needs.
• Time-Off Management: Process and manage time-off requests to maintain operational efficiency without negatively impacting service levels. Balance employee satisfaction with the organization's needs.
• Reporting: Generate reports on schedule adherence, staff availability, volume forecasts, and other essential metrics. Use these reports to inform scheduling decisions and operational improvements.
• Communication: Act as the primary point of contact for all scheduling-related inquiries from Customer Advocate (CA) agents. Ensure timely and clear communication of any schedule changes.
• Compliance: Adhere to company policies, labor laws, and, if applicable, union agreements in all scheduling practices.
• Collaboration and Global Coordination: Work closely with management, training departments, and international teams to ensure cohesive scheduling, training, and operational strategies across all regions. Participate in global synchronization meetings to align with international operations and ensure consistent service levels worldwide.
• Projects: Actively leading initiatives to enhance processes, driving efficiency and optimizing workflow through innovative improvement projects.

Qualifications:

• Experience in Contact Center scheduling or workforce management is highly desirable.
• Proficiency in workforce management software Calabrio.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Flexibility to occasionally work various shifts, including evenings, weekends, and holidays, and to adjust work hours to accommodate global synchronization meetings across AMER and APAC hours.
• Detail-oriented with the capability to work efficiently in a fast-paced environment.

Working Conditions:

• The position provides a chance to work standard 9-5 hours from Monday to Friday. Nevertheless, flexibility in working hours is necessary during Global syncs that occur outside the regular 9-5 working hours.

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .