Call Center Workforce Scheduler
1 day ago
Requirements:
At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup We need people who can start immediately or who are on their final few days of rendering their resignation.
Work Setup: Onsite
Shift: Graveyard Schedule
The workforce scheduler is expected to understand and may forecast contact center transaction volumes, trends, and average handle times to determine workloads for assigned operations functions. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.
RESPONSIBILITIES:
Service Planning
The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy.
Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.
Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time.
Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports.
Adept in capacity planning and maintenance.
Scheduling and Dissemination
Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.
Routinely clean up the headcount roster and other related credentials in IEX.
Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.
Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.
Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.
Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis.
Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.
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