Tatu City

Special Economic Zone for industrial development

Workforce Management Scheduler

Customer Experience & SupportConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree or equivalent relevant work experience is required.
At least one year of experience working in a 500+ seat omnichannel contact center as a forecasting or scheduling analyst is required; experience using Genesys Cloud is preferred.
A proven track record in implementing workforce strategies and plans is required.
Understanding of workforce processes, including staff planning, workload distribution, and trend analysis, is required.
The ability to analyze data within limited timeframes and recommend alternatives is required.
A basic understanding of omnichannel communications platforms is required.
Proficiency in Genesys Cloud CX, Microsoft Office (Word, Access, Excel, and PowerPoint), and business applications is required, along with working knowledge of computerized reservation systems.
Interpersonal and communication skills, both verbal and written, are required to interact with customers, employees, and management.
Organizational skills and the ability to multitask and work under pressure to meet deadlines are required.
The ability to work in a fast-paced, dynamic environment with shifting priorities is required.
The ability to work independently and collaboratively is required.
Availability to work variable shifts Monday through Friday, with some weekends, is required.

Responsibilities

Manage the workforce management forecasting and scheduling software system and provide effective employee work schedules.
Prepare and analyze agent schedules to meet service-level requirements efficiently while complying with work rules, legal requirements, and other constraints.
Use Genesys Workforce Optimization and Engagement software and automatic call distribution reporting tools to analyze forecast-workload accuracy, staffing requirements, staff schedules, and actual staffing and service levels.
Ensure schedules are published within acceptable timeframes.
Optimize scheduled breaks and lunches daily.
Analyze schedule-change requests and respond appropriately.
Interpret trends and recommend operational changes to management as necessary.
Evaluate departments to identify scheduling gaps and recommend or schedule additional agents when needed.
Analyze and report on shrinkage, agent trends, and attrition.
Monitor daily service levels and productivity, adjusting schedules as needed.
Deliver reports and respond to inquiries in a timely manner.
Oversee shift bids, review paid-time-off allowances and requests, resolve escalated schedule-related issues, and assist with developing training on workforce processes.

Desired Qualifications

Experience using Genesys Cloud for contact-center forecasting or scheduling analysis is preferred.

Workforce Management Scheduler

Tatu City · Tatu City, Kenya · — · Posted 2025-09-17

Workplace: on_site

Description

The Workforce Management Scheduler is responsible for implementing workforce strategies to ensure proper operational staffing of the Call Center. As a Scheduler, you will determine appropriate staffing levels, adjust schedules, allocate activities on specific times and dates, take actions to ensure proper coverage for call center departments, and address potential issues with coverage. Additionally, you will provide performance reports related to forecasting, scheduling, service levels, and agent performance to Contact Center Management.

Responsibilities

Manage the WFM forecasting/scheduling software system and provide effective employee work schedules
Prepare and analyze agent schedules to meet service level requirements efficiently within work rules, legal requirements, and other constraints
Use Genesys Workforce Optimization and Engagement software and ACD reporting tools to analyze the accuracy of forecast workloads, staffing requirements, staff schedules, and actual staffing/service levels
Ensure schedules are published within acceptable timeframes
Optimize scheduled breaks and lunches daily
Analyze requests for schedule changes and respond appropriately
Interpret trends and recommend operational changes as necessary to management
Evaluate departments to identify scheduling gaps and recommend and/or schedule additional agents if needed
Analyze and report on shrinkage, agent trends, and attrition
Monitor daily service levels and productivity; adjust schedules as needed
Deliver reports and respond to inquiries in a timely manner
Other responsibilities include, but are not limited to: overseeing shift bids, reviewing PTO allowances and requests, resolving escalated schedule-related issues, and assisting with the development of training on workforce processes.

Requirements

Bachelor’s Degree or equivalent relevant work experience
At least one year of experience working in a 500+ seat omni-channel contact center as a forecasting or scheduling analyst, preferably using Genesys Cloud.
Proven track record in implementing workforce strategies and plans.
Understanding of workforce processes, including staff planning, workload distribution, and trend analysis
Demonstrated ability to analyze data within limited timeframes and recommend alternatives
Basic understanding of omni-channel communications platforms
Proficient in Genesys Cloud CX and Microsoft Office (Word, Access, Excel, PowerPoint) and business applications, with working knowledge of computerized reservation systems
Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management
Strong organizational skills, with the ability to multitask and work under pressure to meet deadlines
Ability to work in a fast-paced, dynamic environment with shifting priorities
Proactive and self-motivated, able to work independently and collaboratively
Availability to work variable shifts, Monday through Friday, with some weekends.

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

Recently Posted Jobs

Explore more opportunities at Tatu City

See more jobs