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Workforce Management Scheduler
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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COMPLETE JOB DESCRIPTION
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