Workforce Scheduler

This role is responsible for creating accurate schedules based on call volume patterns and trends, attrition rates, and contact center productivities. The expert should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirements from clients. They should be able to provide methods to maximize staffing resources to help reduce operating costs. This involves working closely with the Forecasting team to provide them with call forecasts, short-term, and long-term, which they will use to provide schedule analysis and staffing recommendations. Additionally, they will work with the RTA team to ensure historical reports and statistics are accurate.

Responsibilities:

• Develop and implement schedules that meet staffing requirements and commitments. Maintain a staffing roster (OPS Master list).
• Recommend new hires classes based on staffing numbers versus the requirement. Determine the capacity to approve PTO/VL requests to balance personnel needs and staffing requirements.
• Monitor non-productive time off (Sick Leave, Vacation Leave, and Tardiness) and ensures off-the-phone activities are planned.
• Perform analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
• Recommend and implement changes as needed.
• Coordinate with Operations to identify the need for overtime or off-phone activities based on the current staffing versus the requirement.
• Calculate/project staffing needs based on client requirements/forecast, turnover trend, and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain all staffing and scheduling policies and procedures.

Required Skills and Qualifications:

• Prior workforce management experience including RTA, forecasting, staffing, and scheduling, desired.
• Prior call/contact center experience, 1 year minimum required.
• Strong and effective oral/written communication skills (communication will be with various levels within the organizational structure).
• Excellent presentation skills.
• High level of proficiency with Excel.
• Strong mathematical skills. Strong analytical skills.
• Ability to multi-task.
• Ability to prioritize deliverables.
• Ability to maintain confidential information.
• Working knowledge of Avaya or other ACD systems.
• Working knowledge of any WFM tool including Teleopti, IEX, eWFM, etc.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent preferred. Degree in Business Administration or related field preferred.

Benefits:

• Opportunities for career growth and development.
• Competitive salary and benefits package.
• Collaborative and dynamic work environment.

Other:

Must be able to work effectively in a fast-paced environment. Must be able to adapt to changing priorities and deadlines. Prioritization of tasks is essential.