Workforce Scheduler

About the role:

The Workforce Scheduler plays a critical role in overseeing the scheduling operations to ensure optimal staffing levels and adherence to service level agreements.

Reporting to the Head of Customer Care you will:

• Using short-term forecast latest intraday volume arrival pattern AHT trends create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).

• Maintain 4 weeks rolling published schedules.

• Maintain accurate effective schedules for all Associates ensuring proper coverage in multiple queues.

• Ad hoc requests (extended hours flexible schedules queue consolidation).

• Provide regular updates to leaders and staff regarding service and staffing conditions.

• Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on0lie and off-line staffing.

• Provide communication and direction to leaders and staff in the implementation of Service level Action Plans.

• Input changes to Associates schedules into AWS in an accurate and timely manner.

• Ensure the shifts are in accordance with HR policies.

• Highlight to CC Ops in case of deficit and share overtime requirements to cover the deficit. Incorporate overtime wherever applicable.

• Share final schedule with CC Ops and RTA for execution.

• Complete other tasks as needed to meet daily operational requirements.

What you bring to the table:

• At least 1 year of WFM experience preferably with previous scheduling experience.

• Experience with AWS is an advantage.

• Strong analytical and problem–solving skills.

• Strong technical skills; comfortable learning and effectively using a wide variety of tools and software.

• Strong communication skills both written and verbal.

• Good understanding of basic Contact Center metrics and overall Contact Center operations.

• Able to juggle concurrent priorities and multi-task.

• Ability to work under pressure.

• Required to work flexible hours.

• Willing to work onsite.