The Workforce Management Scheduler is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.
Key functional responsibility includes the ability to demonstrate a strong understanding of how planning / forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
The ability to create / understand forecasting and scheduling to that forecast is crucial. Key Responsibilities :
Ensure schedules are generated on a regular basis to maximize efficiency of resources
Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
Provide and maintain Intra-day Performance reports
Ensure data integrity within WFM system
Capture, store and report on historical statistics
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Provide and create New Hire and Department Shift Bids
Collaborate with multiple business lines to identify scheduling requirements.
Establish and maintain communication channels to ensure scheduling and resources are met.
Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews
Provide daily / intra-day performance reports to leadership.
Other related duties as assigned.
Ability to maintain punctual and regular attendance.
Ability to multi-task efficiently while working on multiple computer programs, communicating with customers and / or clients, and interacting with team members.
Ability to plan for the day (in other to achieve goals) based on FCST current numbers, HC present and historical data.
Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent.
At least 1 year of WFM experience and knowledge of the RTA core functions and responsibilities.
Ability to lead meetings and good sense of ownership.
Ability to respond and adapt to rapid change and responsibilities
Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize / analyze data in a structured manner.
Schedule Flexibility (Including weekends and holidays).
Proven previous job stability, including maintaining long-term work relationships with former employers.
Must be able to clear the company’s pre-employment screening.