Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team.
Manage and process all schedule exceptions, including time-off requests, training, coaching, team meetings, and other off-phone activities, ensuring minimal impact on service levels.
Maintain and audit employee data (e.g. skills, availability, contractual hours) outside and within the WFM software to ensure accurate scheduling output.
Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.
Short-Term Forecasting & Analysis
Develop intraday and daily volume, handle time, and staffing forecasts using historical data, recent trends, and input from operational stakeholders.
Identify and analyze deviations between actual results and the short-term forecast, making recommendations to the Forecaster/Capacity Planner for model adjustments.
Provide variance analysis on shrinkage, adherence, and other key scheduling metrics.
WFM Collaboration
Partner closely with the Real Time Analysts to ensure effective execution of the published schedule and to identify opportunities for intraday optimization (e.g. gap filling, overtime management, break timing).
Work with the long-term Forecaster/Capacity Planner to align the short-term forecast and scheduling outputs with strategic capacity plans and hiring targets.
Support operations leadership with ad-hoc reporting and analysis related to schedule efficiency and agent utilization.
System Utilization
Expertly utilize the Workforce Management (WFM) software for all scheduling, forecasting, and reporting functions.
Required Qualifications:
Proven experience (2+ years) as a Scheduler or Resource Planner in a Contact Center/BPO environment.
Advanced proficiency in WFM software (e.g. Genesys, Verint, AWS, Talkdesk, NICE Incontact) with demonstrated experience in schedule generation and short-term forecasting modules.
High proficiency in Microsoft Excel for analysis and reporting.
Strong analytical skills with an ability to interpret short-term data (intraday/daily/weekly) and translate it into actionable schedules.
Preferred Skills:
Excellent attention to detail and ability to manage complex scheduling rules.
Effective communication skills, both written and verbal for coordinating with agents, managers, and WFM peers.
A solid understanding of call center metrics (e.g. Service Level, AHT, Occupancy, Adherence, Shrinkage).
Ability to work effectively in a dynamic and fast-paced environment.
Education:
Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
