Senior Scheduling Analyst

Ameriprise Financial Services, LLC

. Create, load, maintain, and review work schedules for call center employees .

Posted 10/7/2026full-timeNoida • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including real-time staffing and performance analysis, while effectively communicating and collaborating with team members to optimize call center operations. Proficient in using workforce management systems and Microsoft Office to enhance operational efficiency.

Highest-signal resume keywords

Workforce Management SystemsReal-Time Staffing ManagementAnalytical SkillsMicrosoft Office ProficiencyAspect WFM Tool Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementTrend AnalysisOperational Performance AnalysisCall Center StaffingScheduling ManagementData AdministrationPerformance MonitoringProblem SolvingDetail OrientationIntra-Day Management

Soft Skills

Organizational SkillsCommunication SkillsInitiativeIndependenceCollaboration

Tools & Technologies

AspectEWFMIEXMicrosoft OfficeWorkforce Management Tools

Industry Keywords

Call Center OperationsPerformance MetricsStaffing AdjustmentsSubject Matter ExpertStandard Work Development

About the role

Key responsibilities & impact

Create, load, maintain, and review work schedules for call center employees
Ensure adequate call center staffing, phone coverage, and performance according to business needs
Analyze and administer real-time operational performance using workforce management systems
Manage real-time staffing of internal call centers and communicate performance results
Collaborate with supervisors to implement staffing adjustments and intra-day management for call activities
Monitor average speed of answer, average handle time, staffing, and call volume
Partner with Technical Support to troubleshoot and communicate outages and service-level impacts
Participate in team and department projects
Serve as a subject matter expert for system-related projects and cross-phone-queue efforts
Assist with developing written standard work for the department
Conduct and communicate bidding processes for shift, vacation, holiday, and alternate holiday schedules
Update relevant databases and perform other Workforce Management tool administration

Requirements

What you’ll need

Bachelor degree or equivalent
3+ years of relevant experience
Strong analytical and organizational skills, including trend analysis
Ability to plan, prioritize, and organize effectively; detail-oriented
Ability to work independently, take initiative, solve problems, handle multiple tasks, and prioritize daily responsibilities
Proficiency in Microsoft Office and related applications
Excellent written and verbal communication skills
3+ years of experience with one or more workforce management systems such as Aspect, EWFM, or IEX, including intra-day/real-time management
Admin-level knowledge of the Aspect WFM tool (preferred)
Aspect/WFO tool management (preferred)

Benefits

Comp & perks

Inclusive, collaborative culture
Opportunities to make an impact at the office and in the community
Flexible work arrangement: work in the office at least three days per week and from home two days per week
Equal opportunity employment
Reasonable accommodation available during recruitment and interviews