Scheduler - Workforce Management

Job Overview:

The Scheduler works closely with in-house Operations teams and vendor partners to ensure effective schedule execution and minimal service disruption.

Responsibilities:

• Develop and publish agent schedules based on forecast contact volumes and FTE requirements to ensure optimal staffing alignment.
• Ensure optimal alignment of staffing levels with service level objectives and operational demand.
• Manage schedule creation, updates, and adjustments in Workforce Management systems.
• Process schedule change requests including shift swaps, time-off requests, and exceptions while maintaining coverage requirements.
• Collaborate with in-house Operations teams and vendor partners to ensure schedule accuracy and alignment with business objectives.
• Maintain compliance with labor regulations, company policies, and contractual obligations related to scheduling.
• Support intraday adjustments in coordination with Real Time Management teams to address unexpected demand fluctuations.
• Identify scheduling inefficiencies and recommend improvements to enhance workforce utilization and service delivery.
• Maintain accurate scheduling records and ensure data integrity within Workforce Management tools.

Qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 3–5 years of experience as a Scheduler within Workforce Management, with experience in Workforce Management functions and demonstrated exposure to Contact Center Operations environments.
• Hands-on experience using Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms for schedule generation and workforce planning activities.
• Understanding contact center metrics such as Service Level, AHT, Shrinkage, Occupancy, and Adherence.
• Strong understanding of Contact Center operations, systems, and end-to-end Call Center environments.
• Good understanding of workforce scheduling principles and contact center operations.
• Intermediate to advanced level proficiency in reporting tools and Microsoft Office applications, with ability to work across analytical and reporting tasks.
• Effective verbal and written communication skills, with the ability to effectively engage and influence operational and client-facing stakeholders.
• Ability to work in a fast-paced environment and manage competing priorities.
• Strong customer focus with a solid understanding of service delivery objectives and customer experience outcomes.
• High attention to detail and commitment to operational accuracy and execution excellence.

Why work with us?

We Lead with Expertise