Sr. Representative, WFM Scheduling
Core
Create and manage staff schedules, forecast demand, and plan capacity to ensure operational efficiency and meet business goals.
Role type
Senior Workforce Management (WFM) Scheduling Specialist
Builds
Daily/hourly staff schedules and staffing plans
Domain
Contact Center Operations / Workforce Management
Required skills
Forecasting, Capacity Planning, Scheduling, Real-Time Monitoring, Data Analysis, Process Improvement, Stakeholder Collaboration, Reporting, Database Management, Shift Management
Preferred skills
Experience with WFM tools (e.g., IEX), Training Coordination, Coaching
Technologies
IEX, WFM tools
Responsibilities
Create and manage staff schedules to accomplish daily/hourly tasks; Collaborate with Business units, Quality, and Training to schedule training and coaching; Review scheduling processes to uncover efficiency opportunities; Consult with operations to set thresholds for overhead, time-off, overtime, and absences; Develop staffing plans for assigned business; Identify schedule changes in databases and escalate issues; Prepare reports for hiring needs and business reviews; Maintain WFM tools and setups.
Seniority
Senior, hands-on IC
