Job Description
Purpose of the role
The WFM Senior Schedule Planner (Senior SP)/Schedule Planner operates as a senior level role within CEG’s WFM Schedule Planning team, responsible for creating and publishing accurate agent and Team Manager schedules. The Senior SP organizes schedules to optimize balanced SLA delivery while complying with legal and operational constraints, handles BAU schedule activities such as shift assignment, training, meetings, coaching and JIRA ticket requests, and serves as a subject‑matter expert in Verint configuration.
Responsibilities
- Shift and specialization planning based on demand needs
- Design schedule patterns that are non‑biased, fit demand needs and comply with local regulations
- Upload and publish rosters into Verint
- Review changes in demand and suggest/complete shift adjustments within agreed timelines
- Schedule and publish planned shrinkages at the best time
- Plan and map traini...