Workforce Management Scheduler

Job Description WFM Scheduler

Using the workforce management platform, the WFM Scheduler produces optimal employee schedules for available staff to meet intra-day demand while considering employee availability, labour standards, and regulatory requirements. This role ensures optimal shift coverage, collaborates with key participants to meet guidelines, and proactively adjusts schedules as needed to maintain productivity and service level objectives.

Key Responsibilities:

• Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation
• Delivers staffing projections based on calculated requirement from the Planner for all workflows based on transactions, productivity, and attainment goals.

• Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity, and regulations

• Creating employee schedules with the automated WFM tool used for the specific accounts

• Fine tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal to minimize schedule deviation and schedule inefficiency in line with the agreed attainment goals
• Ensure all schedule requirements and special requests are accurately processed, aligning with labor laws and standard procedures.
• Completes the Standard Work Instruction or agreed processes with compliance to COPC guidelines for Schedulers assuring all required steps are completed prior to handing over the schedule to WFM Intraday Management

• Actively take part and provide suggestions and solutions during schedule approach review. Maintains and/or updates the WFM tool in line with the account’s goals and direction pertaining staffing and agent profiles

Requirements

• High School Diploma or GED, unless regionally different.

  College degree with business or mathematics focus

• WFM Experience

  Previous contact center experience in a workforce management role, or equivalent scheduling experience in a production environment

• Language Proficiency

  Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

• Flexible Schedule

  Availability to work a flexible schedule, including evenings and/or weekends, holidays, to support 24x7 operations

• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology. Experience with COPC methodology a plus

  Work Location

  Ability to work at home or from an office location

  *Basic Computer Proficiency

  Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X

• Spreadsheet Application Proficiency

  Basic skills with Microsoft Office Suite, with intermediate level skill with Excel - data entry/manipulation, create/edit formulas (basic arithmetic, sum, sumif, dates/times), create/change charts to present data visually, filtering/sorting, pivot tables

• WFM Tool Proficiency

  WFM systems and technical usage (Eg ACD and WFM software knowledge, CMS, eWFM, Avaya, Genesys, Nice IEX, Verint)

• Communication

  Strong collaboration skills. Able to effectively host schedule review meetings, align on assumptions, convey schedule change recommendations

• Problem Solving and Analytical Proficiency

  Basic analytical and problem-solving skills with solid attention to detail (summarize or visualize data, identify trends)

• Prioritization

  Ability to focus on performance and results, and to act accordingly. Risk analysis. Identify challenged areas and ensure corrective actions are taken in a timely manner

• Local Law Scheduling Rules

  Familiarity with local labour laws and standards (minimum duration between shifts, maximum shift length, overtime rules, rest days, etc)

• WFM Call Center Metrics

  Understanding of Call Center metrics and key performance indicators (e.g., Calls Offered, Calls Handled, AHT, Abandon Rate, Shrinkage, Adherence, Conformance, Schedule Attainment, etc)

• WFM Scheduling Process Knowledge

  Knowledge of the Scheduling process (e.g. SOP knowledge for Scheduling)

• Data Privacy and Compliance Knowledge

  Data Privacy and Compliance Knowledge. Handle data and comply to local law and global compliance requirements (e.g. GDPR, INFOSEC001, HIPPA, Conduent Code of Business Conduct)