Scheduler (WFM)

Role Overview: As a Scheduler, your role involves developing and maintaining accurate schedules for employees based on forecasted workload, business needs, and employee availability. You will need to adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events. Key Responsibilities: - Utilize historical data, trends, and forecasting tools to predict staffing needs. - Analyze and monitor real-time and historical data to make proactive scheduling adjustments. - Ensure that schedules are designed to meet service level agreements (SLAs) and performance targets. - Monitor adherence to schedules and report on key metrics like occupancy, utilization, and shrinkage. - Communicate schedule changes, updates, and adjustments to employees and management in a timely manner. - Identify opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling. - Prepare and distribute regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics. - Use WFM tools and software (such as NICE, Verint, or Genesys) to build schedules, monitor adherence, and track performance. - Ensure compliance with labor laws, company policies, and union agreements when creating and managing schedules. - Provide training and guidance to new employees on scheduling practices and WFM tools. Qualifications Required: - Proficiency in WFM software (e.g., NICE, Verint, Genesys). - Strong analytical and problem-solving skills. - Excellent communication and interpersonal skills. - Ability to work under pressure and manage multiple priorities. - Attention to detail and organizational skills. - Basic knowledge of labor laws and regulations.,