Workforce Scheduler

Summary: Analyze volume arrival and create schedule that would have high schedule efficiency. Recommend schedule changes to address any sudden change in arrival pattern. Manage time off request and agent investments of the associates.

Primary Duties and Responsibilities:

• Create and optimize schedule shells, allocating productive time based on interval-level staffing needs.

• Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at the interval level.

• Generate, evaluate, and update new schedules; manage shift bids and time-off allocations.

• Facilitate meetings with stakeholders to ensure schedule plans are shared and discussed periodically.

• Work closely with Operations, including business support groups (HR, Training, Facilities, etc.), to ensure essential training requirements and individual development time are scheduled each week with minimal impact to wait times.

• Review time-off requests and make decisions based on forecast and business needs.

• Collaborate with Real-Time Analysts to update real-time schedule exceptions in the WFM tool to ensure accurate adherence and compliance reporting.

• Ensure forecast and schedule efficiency, consistency, and reliability.

• Provide visibility into areas of opportunity and recommend solutions to improve staffing performance.

• Conduct schedule simulations to advise on the impact of business strategies within contact centers.

• Ensure the WFM tool is up to date.

Required Qualifications:

• Open to RTAs.

• Experience and understanding of staffing, queues, and performance measurements.

• Proficiency in Excel.

• Strong written and verbal communication skills with the ability to drive and effectively communicate change.

• Strong reasoning abilities and sound judgment; tactful, flexible, and people-oriented.

• Strong communication and interpersonal skills.

• Ability to work in a team environment.

• Ability to act with urgency to ensure both internal and external customers are served in a timely manner.

• Strong ability to analyze contact trends and take appropriate action.

Working Conditions:

• Daily office attendance is required.

• In case of a work-from-home scenario, home working conditions must be suitable for work, including a quiet room or dedicated workspace and reliable internet access to attend meetings.

• Must be available to work any shift on any day.

• Travel-ready with a valid passport; a US visa is a plus.

• Must be available to render shifts during emergency situations.

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