Workforce Scheduler

Location: Remote

What You'll Be Doing

• Publishes weekly schedules to include planned activities while providing continuity of coverage through all hours of operation
• Maintains short-term forecasts in the WFM system to ensure published schedules align to expected volume patterns
• Maintains agent records to reflect team changes, agent attrition and new hire assignments
• Produces various WFM performance reports including schedule accuracy and forecast variance
• Manages the Shift Bid process as business needs arise
• Facilitates weekly meetings with Supervisors to align on upcoming events to be planned in short term schedules
• Analyize forecasts and schedules to determine time off allotments
• Provides back up to WFM Coordinators for real-time support as needed
• Maintains confidentiality regarding employee scheduling, attendance, performance, and personnel information to protect sensitive employee data
• Performs other duties as assigned

Qualifications

We strongly encourage you to apply even if you don’t tick ALL of these boxes.

• Knowledge: Demonstrates an understanding of scheduling optimization in a contact center environment
• Technical Knowledge: Proficient in use of workforce management software and performing intermediate data analysis using Excel or Google Sheets with use of Pivot Tables, VLOOKUP and formulas across multiple spreadsheets
• Critical Thinking: Demonstrates strong critical thinking and problem-solving skills to proactively identify and resolve issues effectively
• Organizational and Time Management Skills: Ability to prioritize multiple tasks efficiently, taking ownership while maintaining accuracy with minimal supervision
• Collaboration and Communication: Ability to collaborate with business partners at all levels and convey information clearly and effectively
• Adaptability: Capacity to embrace change, remain flexible, and quickly adjust to new circumstances or priorities in a fast-paced environment
• Company Values & Environment: Contributes to a positive working environment by exemplifying the company's core values: Act Like Owners, Customers and Pets First, Share a Clear Story, Build for the Long Term, Move Fast with Discipline, Deal with Issues Directly, and Celebrate Wins