Workforce Scheduler

Basic Functions

 Responsible for managing staffing models and scheduling processes

Role & Responsibilities

 Manage the scheduling process of the program.
 Create agent schedules, IDPs and make necessary adjustments as necessary.
 Acts as backup to the WF FST Assistant Manager.
 Manage employee information changes inside Verint WFO system
 Communicate effectively with internal and external customers
 Responsible for balancing staffing requirements with operational efficiencies and financial goals.
General Skills

 Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
 Solid critical thinking, problem solving, and interpersonal skills
 Demonstrates ability to give and receive feedback with peers and business partners
 Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
 Excellent verbal, written and comprehension skills

Technical Skills  Very proficient with Microsoft Excel
• Ability to scrub, dissect and shape data, create customized reports.
 Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc.
 Create forecasts, schedules and IDPs, run scenarios inside a WFM tool

Work Experience Requirements
 2+ year of hands-on experience in WFM in a call center inbound voice process
 1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX."