Workforce Scheduler
Core
Assistant Manager for Workforce Management (WFM) responsible for planning, scheduling, and optimizing contact center operations to balance customer demand with employee experience.
Role type
Senior IC Workforce Management Manager
Builds
Daily, weekly, and monthly staff rosters; intraday resource deployment plans
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce forecasting, shift scheduling, intraday management, team leadership, data analysis, stakeholder management, policy compliance
Preferred skills
Experience with WFM tools (Verint, Avaya CMS), process improvement, coaching
Technologies
Verint, Avaya CMS
Responsibilities
Transform forecasts into accurate schedules; monitor staffing to ensure service levels; lead and develop a team of Real-Time Analysts; manage intraday resource deployment; collaborate with Operations, Training, and HR teams
Seniority
Senior, hands-on IC with team leadership