About the job
Join Our Team as a Workforce Management Scheduler!
The Workforce Management Scheduler plays a crucial role in optimizing staffing strategies to ensure the Call Center operates efficiently. In this dynamic position, you will analyze staffing levels, create and modify schedules, and manage coverage across various departments. You will also prepare performance reports on forecasting, scheduling, service levels, and agent performance for the Contact Center Management team.
Key Responsibilities
- Oversee the WFM forecasting/scheduling software to create effective work schedules for employees.
- Analyze and prepare agent schedules to adhere to service level agreements while complying with work rules and legal standards.
- Utilize Genesys Workforce Optimization and Engagement software, along with ACD reporting tools, to evaluate forecast accuracy, staffing needs, and actual service levels.
- Publish schedules within designated timeframes to ensure smooth operations.
- Optimize daily break and lunch schedules for maximum efficiency.
- Assess and respond to requests for schedule changes in a timely manner.
- Identify trends and suggest operational improvements to management as necessary.
- Evaluate departments to pinpoint scheduling gaps and recommend additional staffing when required.
- Conduct analysis and reporting on shrinkage, agent trends, and attrition rates.
- Monitor daily service levels and productivity, adjusting schedules as needed to meet targets.
- Provide timely reports and respond to inquiries regarding scheduling matters.
- Additional duties may include managing shift bids, reviewing PTO requests, resolving escalated scheduling issues, and assisting in workforce training development.

