Traffic and Scheduling Analyst Korea GCC (Contract Role - Korean National) Global Property and Guest Services Hub - Seoul KR - 11 - SeoulGuest Service OperationsAdministrativeFull-timeReq ID: SEO001710SummaryThe traffic and schedule analyst will monitor and analyse the workforce requirements of GPGS Korea including forecasting, scheduling and intraday traffic monitoring. This would include volumes, patterns, channel volume, staff productivity and resource allocations. Work in close partnership with GPGS Korea Operations leaders to ensure our site operations are running optimally and efficiently, ensuring that our service and productivity metrics are met. Create schedules that will be used for capacity planning within the contact center. Partner with operations leadership in decision making for any unplanned resource challenges. Produce schedules plans that directly impact the resource levels to meet service standards, including attendance and adherence matters as well as proactively manage changes in shifts. Short term forecasting (volumes, handle time, shrinkage), responsible for making adjustments to monthly forecast that reflects changes to the incoming workload Determine workforce needs by interval and make adjustments to staffing levels for “same day” and future days Monitor all work types and ensure we are meeting stated SLA’s Manage rules in EEM software Administration of workforce planning application (IEX) including but not limited to: master schedules and intra-day forecasts Leave Management QualificationsExperience Required: Experience with workforce management systems such as IEX, Verint, Aspect or similar platform preferred but not mandatory Skills required: Strong Excel skills required Fluency in English and Korean