Workforce Management Scheduler

Location: Nationwide

Compensation: Salary

Staff Reviewed: Mon, Sep 11, 2023

This job expires in: 19 days

Job Category: Human Resources

Remote Level: 100% Remote

Weekly Hours: Full Time

Employment Status: Permanent

Employer Type: Employer

Education Level: Bachelors

Job Summary

A company is looking for a Workforce Management Scheduler for their Sales Center.

Key Responsibilities:

Implement workforce strategies and provide performance reports related to forecasting, scheduling, service level, and agent performance
Oversee shift-bids, review PTO requests, resolve escalated schedule-related issues, and assist with building trainings on workforce processes
Manage WFM forecasting/scheduling software system, prepare and analyze agent schedules, and optimize scheduled breaks and lunches daily

Required Qualifications:

At least one year of experience as a forecasting or scheduling analyst in a 500+ seat omni-channel contact center
Experience with the Genesys Purecloud Workforce Management application
Understanding of workforce processes including staff planning, workload distribution, and trend analysis
Proficient use of Genesys Cloud CX and Microsoft Office
Bachelor's Degree or equivalent in relevant work experience

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