WFM Scheduler
Core
Creating contact center schedules based on forecast and actual trends to improve resource utilization and support real-time SLA management.
Role type
Senior Workforce Management (WFM) Scheduler
Builds
Contact center schedules for inbound, outbound, and non-voice channels across multi/omni-channel environments
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Erlang C modeling, short-term forecasting, schedule optimization, intraday forecasting, DOW adjustments, real-time monitoring, historical trend analysis, system outage identification, business continuity escalation
Preferred skills
Power BI, MS Project, people management
Technologies
Avaya, Cisco, Totalview, Blue Pumpkin, Aspect, Genesys, Erlang C calculators, WFM platforms
Responsibilities
Build schedules using WFM software and Erlang C calculators; manage and optimize existing schedules based on actual trends; study historical trends and business changes; identify call routing anomalies using real-time monitoring; oversee WFM platform maintenance from a scheduling perspective; identify real-time call volume interruptions and system outages; escalate contact center interruptions to business continuity leaders
Seniority
Senior, hands-on IC with people management experience