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.
