Workforce Management Scheduler
Summary
Creates and optimizes employee schedules using workforce management tools to match staffing with business demand, ensuring compliance and efficiency.
Workforce Management Scheduler
Job Summary
The Workforce Management (WFM) Scheduler is responsible for creating and optimizing employee schedules that align workforce capacity with forecasted business demand. The role ensures effective staffing coverage while considering employee availability, labor regulations, operational requirements, and service level goals.
Key Responsibilities
• Develop staffing requirements and scheduling plans based on forecasts, capacity plans, and business requirements.
• Create and maintain employee schedules using workforce management systems.
• Review and process schedule requests, time-off submissions, exceptions, and operational adjustments.
• Optimize schedules to minimize staffing variances and improve schedule efficiency.
• Ensure compliance with labor laws, company policies, and scheduling guidelines.
• Collaborate with WFM Planners, Operations, and Business Partners on scheduling strategies.
• Maintain WFM tools, staffing profiles, and schedule configurations to support business objectives.
• Participate in schedule reviews and recommend process improvements.
Qualifications & Experience
Graduation is required; degree in Business, Mathematics, or related field preferred.
Previous Workforce Management, scheduling, or contact center experience preferred.
Business English proficiency required.
Ability to support a flexible 24x7 work environment.
Technical Skills
• Advanced Microsoft Excel skills including formulas, reporting, charts, and pivot tables.
• Knowledge of WFM platforms such as NICE IEX, Verint, eWFM, Genesys, Avaya, or similar tools.
• Proficiency with Microsoft Office applications and basic computer systems.
Core Competencies
• Analytical and problem-solving skills
• Communication and stakeholder management
• Attention to detail and accuracy
• Prioritization and risk management
Knowledge Requirements
Understanding of workforce planning, scheduling processes, contact center KPIs, and local labor regulations.
Knowledge of data privacy, compliance, and information security standards.