The Workforce Management Scheduler is responsible for implementing workforce strategies to ensure proper operational staffing of the Call Center. As a Scheduler, you will determine appropriate staffing levels, adjust schedules, allocate activities on specific times and dates, take actions to ensure proper coverage for call center departments, and address potential issues with coverage. Additionally, you will provide performance reports related to forecasting, scheduling, service levels, and agent performance to Contact Center Management.
Responsibilities
- Manage the WFM forecasting/scheduling software
system and provide effective employee work schedules
- Prepare and analyze agent schedules to meet
service level requirements efficiently within work rules, legal
requirements, and other constraints
- Use Genesys Workforce Optimization and
Engagement software and ACD reporting tools to analyze the accuracy of
forecast workloads, staffing requirements, staff schedules, and actual
staffing/service levels
- Ensure schedules are published within acceptable
timeframes
- Optimize scheduled breaks and lunches daily
- Analyze requests for schedule changes and
respond appropriately
- Interpret trends and recommend operational
changes as necessary to management
- Evaluate departments to identify scheduling gaps
and recommend and/or schedule additional agents if needed
- Analyze and report on shrinkage, agent trends,
and attrition
- Monitor daily service levels and productivity;
adjust schedules as needed
- Deliver reports and respond to inquiries in a
timely manner
- Other responsibilities include, but are not
limited to: overseeing shift bids, reviewing PTO allowances and requests,
resolving escalated schedule-related issues, and assisting with the
development of training on workforce processes.
Requirements
- Bachelor’s Degree or equivalent relevant work
experience
- At least one year of experience working in a
500+ seat omni-channel contact center as a forecasting or scheduling
analyst, preferably using Genesys Cloud.
- Proven track record in implementing workforce
strategies and plans.
- Understanding of workforce processes, including
staff planning, workload distribution, and trend analysis
- Demonstrated ability to analyze data within
limited timeframes and recommend alternatives
- Basic understanding of omni-channel
communications platforms
- Proficient in Genesys Cloud CX and Microsoft
Office (Word, Access, Excel, PowerPoint) and business applications, with
working knowledge of computerized reservation systems
- Excellent interpersonal and communication skills
(verbal and written) to interact with customers, employees, and management
- Strong organizational skills, with the ability
to multitask and work under pressure to meet deadlines
- Ability to work in a fast-paced, dynamic
environment with shifting priorities
- Proactive and self-motivated, able to work
independently and collaboratively
- Availability to work variable shifts, Monday
through Friday, with some weekends
How to Apply
