Workforce Management Scheduler

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 forec...