Job Description
WFM Scheduler
Are you passionate about precision, planning, and performance?
Join our vibrant and youthful Customer Services team as a WFM Scheduler!
We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.
What You’ll Do:
1. Workforce Planning
• Completes Agents schedules within agreed timeframes and in line with call volume,
Average Handling Time and shrinkage forecasts
• Administration of extra-time as governed by scheduling process
• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities
and overtime
2. Monitoring
• Checks staff coverage and reporting staff shortfalls to operations
• Monitors absenteeism trends and flags anomalies
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews per...