DUTIES & RESPONSIBILITIES:

• Create short term forecast using the WFM tools.
• Establish arrival patterns by seasonality, day of the week, intraday etc
• Review scheduling rules periodically for the geography you support
• Update agent data base with active employees and schedule restrictions
• Generate schedules.
• Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
• Review over/ under and optimize schedule for best b=fit.
• Create IDPs and publish to stakeholders on a weekly basis.
• Coordinate with stakeholders for headcount reconciliation on a daily/ weekly basis
• Coordinate with training to update active headcount in each class on a daily basis.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

• Knowledge of WFM Forecasting and Scheduling tools.
• Forecasting volumes and trend analysis
• Experience working as a Scheduler is preferred.

OTHER REQUIREMENTS:

Reports to:  WFM Officer

Education and/or Experience:

• Minimum of 2 years college education and college degree preferred.
• Experience with WFM tools
• Above average knowledge of Microsoft Excel
• Excellent communication skills, including ability to write concise technical docs and present ideas.
• Ability to work with cross functional teams.
• Ability to work flexible shifts.

Certificates, Licenses, Registrations: Not Applicable

Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Physical demands: This also requires working in a fast pace but ensuring accuracy on delivery of reports and execution.

Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.