Workforce Management Scheduler

The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing agent schedules to ensure efficient staffing levels that meet service level agreements (SLAs) and business objectives. This role balances forecasted workload with available resources while supporting operational efficiency and employee satisfaction.

Scheduling & Planning
Develop daily, weekly, and monthly staff schedules based on forecasted call volumes and business requirements
Assign shifts, breaks, and off-days to ensure optimal coverage
Adjust schedules in real-time to accommodate unexpected changes such as absenteeism or volume fluctuations

Workforce Optimization
Monitor staffing levels across queues to ensure adherence to service levels and KPIs
Analyze intraday performance and recommend staffing adjustments
Coordinate with Team Leaders and Operations for staffing needs

Forecast & Capacity Support
Work closely with WFM Analysts/Forecasting team to translate forecasts into effective schedules
Assist in capacity planning and shrinkage management
Incorporate planned leaves, training, and other activities into schedules

Reporting & Documentation
Maintain accurate scheduling records and reports
Generate reports on staffing, adherence, and schedule efficiency
Identify trends and provide insights to improve scheduling practices