Job Description
As a Workforce Management Scheduler, you will be responsible for creating and managing agent schedules, maintaining workforce data, developing short-term forecasts, and supporting workforce planning initiatives. This role plays a critical part in ensuring staffing levels align with forecasted demand and operational objectives.
Key Responsibilities
Agent Scheduling & Roster Management
- Create and publish optimized agent schedules (daily, weekly, and monthly)
- Manage schedule exceptions including leave requests, training, coaching sessions, and meetings
- Maintain and audit workforce data such as skills, availability, and contractual hours
- Communicate schedule updates and changes to agents and leadership teams
Short-Term Forecasting & Analysis
- Develop intraday and daily forecasts for volume, handle time, and staffing requirements
- Analyze forecast variances ...