Workforce Management Scheduler
Overview
The Workforce Management Scheduler supports Service Center operations by combining technical proficiency with business insight. This role maintains staff schedules aligned with service objectives, ensures system databases are updated, and collaborates with stakeholders to adjust schedules based on real-time needs. The scheduler manages multiple clients and diverse skills in a multi-site contact center environment. It monitors, reports, and analyzes staffing levels to guarantee coverage while completing training and off-phone tasks without impacting SLA expectations.
What You'll Do11
- 1Maintain system databases with accurate agent and client information
- 2Perform timely system updates in response to staffing and scheduling transactions
- 3Monitor call volume trends across multiple queues and sites
- 4Manage and optimize service center schedules based on forecasts and real-time needs
- 5Coordinate off-phone activities such as training and meetings to minimize disruptions
- 6Serve as primary contact for daily scheduling issues
- 7Recommend schedule adjustments and optimizations based on observations and trends
- 8Complete ad hoc reporting and analysis projects to support WFM leadership
- 9Identify recurring issues with systems policies and suggest improvements
- 10Create and maintain scheduling process documentation
- 11Assist in special projects and other duties as assigned
Requirements10
- 1Minimum 1 year of experience in a call center or service center environment
- 2Proficiency in Microsoft Office tools Word PowerPoint Outlook
- 3Intermediate or higher-level proficiency in Microsoft Excel
- 4Ability to create charts graphs and professional formatting
- 5Strong verbal and written communication skills
- 6Ability to build relationships and communicate effectively with peers and management
- 7Proven ability to manage multiple tasks and projects across teams and locations
- 8Ability to prioritize assignments and produce high-quality work with minimal direction
- 9Self-starter with strong follow-up and problem-solving skills
- 10Employment-based non-immigrant visa sponsorship not offered
Salary Insight
$48 - $58k per year
Location
Required Skills
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