Responsible for creating and maintaining efficient and effective schedules for agents. The role involves analyzing forecasted call volumes, agent availability and business requirements to ensure optimal staffing levels or service level attainment. Performs timekeeping activities for the group or department and monitors shift times of staff to track compliance. May provide support to other areas of WFM processes if necessary.

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.

Reporting to: WFM Officer - Scheduling GWFM

Duties and Responsibilities:

• Coordinate with stakeholders for headcount reconciliation on a daily/weekly basis.
• Liaise with training to update active headcount in each class on a daily basis.
• Partner with Operations of leave planner and scheduling inputs
• Create IDPs and publish them to stakeholders on a weekly basis.
• Create short-term forecast using the WFM tools.
• Establish arrival patterns by seasonality, day of the week and intraday trends.
• Generate agent schedules including 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.
• Generate schedules and track scheduling efficiency.
• Maintain and update the agent database with information on active employees and their schedule restrictions, which will be used by other WFM departments.
• Review and optimize schedules to address over or understaffing effectively.

Qualifications: 

• Minimum average of 1-2 years of relevant working experience in a similar or real time management analyst role, with a focus on scheduling management in a customer service environment is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Adaptable flexibility to changing circumstances within WFM and schedules.

• Ability to handle high-pressure situations and make prompt decisions with expert problem signalling and solving skills.
• Basic knowledge of multi-user computer systems, proficiency in MS Office programs (Excel, Word, PowerPoint and Outlook) and WFM tools (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).

• Demonstrates strong technical documentation skills by creating written procedures or guidelines for all forecasting scheduling processes.
• Effective operational proficiency in written and verbal Business English. Paired with good communication skills, essential for delivering updates and recommendations to a wide range of individuals, including the operations team.

• Knowledge within general contact center processes and operations along with a solid understanding of WFM fundamentals.
• Project management skills to ensure all tasks are completed and to adjust timelines as necessary to accommodate changes in priorities or deadlines.

For Internal Job Posting: 

Must be a regular employee with a minimum of 2 years working experience within the WFM group. No disciplinary action higher that a First Written Warning within the past 6 months? Must meet each KPI requirement for at least 4 out of the last 6 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• Personal Effectiveness
• Problem Solving
• Time Management
• Detail Oriented
• Interpersonal Skills
• Team Player
• Driving Initiatives
• Analytical Thinking
• Follow?up and Control