Workforce Management Scheduler

Job Summary

A company is looking for a Workforce Management Scheduler.

Key Responsibilities

• Create and maintain contact center agent work schedules to optimize workforce and achieve business goals
• Analyze scheduling effectiveness and make necessary modifications to improve performance metrics
• Communicate scheduling plans and best practices to ensure adequate coverage and alignment with workload demands

Required Qualifications

• Bachelor's degree in math, statistics, business, or a related field, or equivalent education and experience
• Three years of scheduling experience in a complex, multi-site/multi-media contact center environment
• Experience with workforce management related to contact delivery and resource scheduling is preferred
• Working knowledge of contact center operations is desirable
• Additional related education and/or experience is preferred