Workforce Scheduler

Job Description

REQUIREMENTS

• Experience with WFM, preferably in a multi-channel environment
• Previous experience with WFM and scheduling software
• Strong Microsoft Excel skills
• Excellent interpersonal and communication skills
• Ability to manage large volumes of information and tell stories with data
• Strong analytical and problem solving skills
• Highly organized with the ability to manage sometimes competing priorities
• Ambitious, consistent, and comfortable with diversity and adversity

RESPONSIBILITIES

• Be working a shift Pacific Time Zone: 9am – 5pm Monday-Friday
• Manage all schedule requests and exceptions, optimize short term planned workforce
• Generate and deliver domestic and global agent rosters by assigned due date
• Follow Customer Service standards while maximizing labor efficiency
• Provide recommendations to CS leadership on how to best approach operational challenges, providing data and ad-hoc reports to various levels of management
• Monitor and report shrinkage trends
• Strategically plan and validate agent roster with focus on variety of forecast scenarios such as peak periods and events
• Be flexible to manage other assignments as they arise
• Monitor and analyze schedule adherence and productivity
• Report on agent performance on a weekly and monthly basis
• Serve as SME for WFM related topics

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