Workforce Management Scheduler

Description

Agent Scheduling & Roster Management

• Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team.
• Manage and process all schedule exceptions, including time-off requests, training, coaching, team meetings, and other off-phone activities, ensuring minimal impact on service levels.
• Maintain and audit employee data (e.g. skills, availability, contractual hours) outside and within the WFM software to ensure accurate scheduling output.
• Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.
  
  

• Develop intraday and daily volume, handle time, and staffing forecasts using historical data, recent trends, and input from operational stakeholders.
• Identify and analyze deviations between actual results and the short-term forecast, making recommendations to the Forecaster/Capacity Planner for model adjustments.
• Provide variance analysis on shrinkage, adherence, and other key scheduling metrics.
  
  

• Partner closely with the Real Time Analysts to ensure effective execution of the published schedule and to identify opportunities for intraday optimization (e.g. gap filling, overtime management, break timing).
• Work with the long-term Forecaster/Capacity Planner to align the short-term forecast and scheduling outputs with strategic capacity plans and hiring targets.
• Support operations leadership with ad-hoc reporting and analysis related to schedule efficiency and agent utilization.
  
  

• Expertly utilize the Workforce Management (WFM) software for all scheduling, forecasting, and reporting functions.
  
  

• Proven experience (2+ years) as a Scheduler or Resource Planner in a Contact Center/BPO environment.
• Advanced proficiency in WFM software (e.g. Genesys, Verint, AWS, Talkdesk, NICE Incontact) with demonstrated experience in schedule generation and short-term forecasting modules.
• High proficiency in Microsoft Excel for analysis and reporting.
• Strong analytical skills with an ability to interpret short-term data (intraday/daily/weekly) and translate it into actionable schedules.
• Preferred Skills:
• Excellent attention to detail and ability to manage complex scheduling rules.
• Effective communication skills, both written and verbal for coordinating with agents, managers, and WFM peers.
• A solid understanding of call center metrics (e.g. Service Level, AHT, Occupancy, Adherence, Shrinkage).
• Ability to work effectively in a dynamic and fast-paced environment.
  

• Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.