Workforce Scheduler

Workforce Scheduler

This WFM resource is responsible for centralized workforce planning and scheduling across supported sites, programs, and regions. Translate forecasted demand, staffing requirements, business constraints, and operational priorities into optimized schedules while maintaining the right balance of capacity, utilization, and service-level performance. Support the Global Command Center and Real Time teams in identifying and managing operational risks to achieve service level and staffing objectives.

Key Responsibility Areas: 

• Prepares optimal shift schedules with breaks and generates rosters with minimum understaffing/overstaffing across supported sites, programs, and regions. Generates interval-level staffing plans using forecasts, SLAs, capacity requirements, and other business assumptions.

• Generates and maintains interval-level forecasts for transaction volume, AHT, shrinkage, and staffing requirements with minimum variance to actual performance using historical and current operational data.

• Coordinates workforce requirements across multiple sites, programs, and time zones to optimize available capacity and ensure staffing aligns with business and service-level requirements.

• Provides intraday and command-center support by monitoring staffing and service-level risks, identifying gaps or emerging operational issues, and coordinating appropriate actions with Real Time and Operations teams.

• Plans and schedules team activities such as meetings, training, coaching sessions, and other offline activities while considering operational demand and staffing requirements.

• Reconciles employees listed in client and WFM systems with available employees to ensure accurate staffing, roster, and schedule planning in calibration with anticipated performance.

• Maintains accurate WFM rosters and headcount visibility, ensuring active agent counts, availability, and staffing data are properly reflected across supported operations.

• Participates in regular calibration with global and regional stakeholders on headcount, forecasts, capacity, schedules, and operational requirements.

• Identifies service-level and staffing risks and supports escalation and resolution by partnering with Real Time, Operations, WFM, and other relevant stakeholders.

• Supports standardization and continuous improvement of WFM scheduling processes, reporting, and command-center practices across supported locations and programs.

• Demonstrates leadership skills; takes ownership in driving improvements, resolving issues, and supporting consistent execution of global WFM processes.

Additional Skills:

• Experience with real-time adherence, service level management, and intraday workforce management.

• Strong analytical, problem-solving, and decision-making skills with high attention to detail.

• Ability to work collaboratively with cross-functional, regional, and global stakeholders.

• Ability to manage competing priorities across multiple programs, sites, and time zones.

• Strong communication and escalation management skills.

• Experience in using Calabrio and IEX is an advantage but not required.