Workforce Management Scheduler

Job Summary

A company is looking for a Workforce Scheduler to manage staffing and forecasting for contact center operations.

Key Responsibilities

• Create forecasts for staffing requirements and analyze trends in production volume
• Monitor attendance and adjust schedules to meet service level objectives
• Conduct meetings with departmental partners to discuss staffing models and service level risks

Required Qualifications

• At least 1 year of experience in the call center industry
• Minimum of 6 months in a Workforce Management role or 1 year of relevant experience
• Bachelor's degree or current enrollment in a degree program
• Operational knowledge of Microsoft Office, especially Excel, and familiarity with WFM solutions like IEX
• Must be an active employee with no recent performance improvement plans