Scheduler (WFM)

Position

Location

• Develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability.
• Adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events.

1. Forecasting and Analysis:

• Utilize historical data, trends, and forecasting tools to predict staffing needs.
• Analyze and monitor real-time and historical data to make proactive scheduling adjustments.

1. Service Level Management:

• 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.

1. Communication:

• Communicate schedule changes, updates, and adjustments to employees and management in a timely manner.
• Collaborate with team leaders and management to address staffing issues, training needs, and other operational concerns.

1. Optimization:

• Identify opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling.
• Propose and implement solutions to improve efficiency, reduce costs, and enhance employee satisfaction.

1. Reporting:

• Prepare and distribute regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics.
• Provide insights and recommendations based on data analysis to improve scheduling practices.

1. Tool and System Management:

• Use WFM tools and software (such as NICE, Verint, or Genesys) to build schedules, monitor adherence, and track performance.
• Maintain the integrity of data in WFM systems by ensuring accurate input and timely updates.

1. Compliance:

• Ensure compliance with labor laws, company policies, and union agreements when creating and managing schedules.
• Handle leave management, including vacation requests, sick leave, and other time-off requests, in accordance with policies.

1. Training and Development:

• Provide training and guidance to new employees on scheduling practices and WFM tools.
• Keep up to date with industry trends and best practices in workforce management.

Skills 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.