Workforce Scheduler - BPO

Basic Functions

Responsible for taking charge of operational efficiency with analytical skills and keen eye for detail. Monitor and analyze real-time data to optimize agent performance, workflow distribution. Make timely adjustments to meet service level agreements and enhance overall productivity.

Role & Responsibilities
• Determine staffing targets, call volume trends and forecast changes based on capacity model
• Build staffing plans to provide hiring projections to operations based on the client requirements
• Perform analysis to determine staffing targets, call volume trends and develop long-term strategies for contact centers.
• Build and manage scheduling for the teams to support meeting service level agreements on a daily basis.
• Responsible for optimizing schedules, implementing resource planning procedures
• Ensure the intraday staffing is in alignment with call volumes to ensure consistent service level delivery
• Facilitate scheduling updates such as schedule changes, shift bids and agent leaves
• Administer off phone time and training schedules
• Identify and recommend opportunities for process improvement and risk control development
• Administer and schedule off phone time for the agents, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met
• Optimize agent schedules, breaks, lunches and off phone times on a weekly basis and discuss with operations
• Ensuring staffing coverage and proactive outreach to operations in the event of forecasted SLA challenges and provide recommendations for adjustments of off phone activities to maximize agent staffing to meet daily business SLA goals.
• Make decisions and resolve issues to meet business objectives
• Interpret scheduling policies, procedures, and compliance requirements
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

General Skills
• Experience working with workforce management software/tools such as Verint, iEX or Aspect
• Ability to follow policies, procedures, and regulations
• Can work effectively, as well as independently, in a team environment
• Meet or exceed business goals and objectives, while fostering a team atmosphere
• Exercise independent judgment to identify and resolve problems
• Can work in a fast paced, high demand, environment while balancing multiple priorities
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Excellent decision making skills in fast paced environment
• Demonstrate strong analytical thinking, arithmetic, and problem solving ability.
• Ability to work collaboratively with diverse teams and stakeholders
• Strong communication skills to convey complex data insights effectively
• Ability to adapt to changing priorities and handle multiple tasks simultaneously
• Excellent verbal, written and comprehension skills.

Technical Skills
• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.

Work Experience Requirements
• Minimum of 2-year WFM experience in a call center inbound voice process.