Workforce Management Scheduler
Core
Develop and manage optimized agent schedules and rosters based on demand forecasts, including handling time-off requests, training, and other scheduling exceptions.
Role type
Workforce Management Scheduler
Builds
Optimized agent schedules and rosters for contact center operations
Domain
Contact Center / BPO / Workforce Management
Required skills
Workforce Management (WFM) tools proficiency, short-term forecasting, data analysis, Microsoft Excel, schedule optimization
Preferred skills
Degree in Business, Finance, Mathematics, Economics, or related quantitative field
Technologies
Genesys, Verint, AWS, Talkdesk, NICE InContact
Responsibilities
Develop and manage optimized agent schedules and rosters based on demand forecasts, Maintain accurate employee and scheduling data within WFM systems, Produce short-term forecasts (intraday/daily) for volume, staffing, and performance, Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing, Utilize Workforce Management (WFM) tools to perform scheduling, forecasting, reporting, and provide insights on agent utilization and performance
Seniority
Mid-level, hands-on IC
