Scheduler (WFM)

As a Scheduler, your primary responsibility will be to develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability. You will be required to adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events. Utilizing historical data, trends, and forecasting tools, you will predict staffing needs and analyze real-time and historical data to make proactive scheduling adjustments. It will be crucial for you to ensure that schedules are designed to meet service level agreements (SLAs) and performance targets while monitoring adherence to schedules and reporting on key metrics like occupancy, utilization, and shrinkage. Communication plays a vital role in this role as you will be responsible for communicating schedule changes, updates, and adjustments to employees and management in a timely manner. Collaborating with team leaders and management to address staffing issues, training needs, and other operational concerns will also be a part of your responsibilities. Identifying opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling will be essential. You will be expected to propose and implement solutions to improve efficiency, reduce costs, and enhance employee satisfaction. Additionally, preparing and distributing regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics will be required. Your 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, as well as a basic knowledge of labor laws and regulations will be crucial for success in this role. Furthermore, providing training and guidance to new employees on scheduling practices and WFM tools, as well as staying up to date with industry trends and best practices in workforce management, will be part of your ongoing responsibilities.,