Wfm Scheduler

Job Summary

The WFM Scheduler is responsible for creating, maintaining, and optimizing employee schedules to ensure service level targets are met efficiently. The role focuses on schedule planning, coverage optimization, adherence support, and coordination with operations to manage staffing requirements effectively.

Key Responsibilities

1. Scheduling & Rostering

• Create and maintain daily, weekly, and monthly schedules based on forecasted volumes and staffing plans.
  
• Ensure optimal coverage to meet SLAs while minimizing overstaffing and understaffing.
  
• Manage shift bids, schedule changes, and adjustments based on business needs.
  

2. Coverage & SLA Management

• Monitor schedule vs. requirement and take corrective actions to address gaps.
  
• Support operations in meeting service level and productivity targets.
  
• Assist in managing shrinkage components such as leaves, breaks, training, and absenteeism.
  

3. Intraday & Adherence Support

• Support real-time teams by providing schedule adjustments and re-forecasts when required.
  
• Track schedule adherence and highlight deviations to stakeholders.
  
• Implement intraday schedule changes during volume spikes or staffing shortages.
  

4. Reporting & Analysis

• Prepare and share daily/weekly scheduling and coverage reports.
  
• Analyze schedule effectiveness and provide improvement recommendations.
  
• Maintain accurate scheduling data and documentation.
  

5. Collaboration & Communication

• Work closely with Operations, RTM, and Planning teams to align schedules with operational requirements.
  
• Communicate schedule changes clearly to relevant stakeholders.
  
• Support WFM initiatives and process improvement activities.
  

6. Tools & Systems

• Use WFM tools such as NICE IEX / Verint / Aspect / Genesys / Kronos for scheduling activities.
  
• Use Advanced Excel for data analysis and reporting (Pivot Tables, VLOOKUP, etc.).
  

Required Skills & Qualifications

• 3years of experience in Workforce Management scheduling.
  
• Strong understanding of scheduling concepts, shrinkage, utilization, and SLAs.
  
• Hands-on experience with WFM tools (any one is mandatory).
  
• Strong analytical and problem-solving skills.
  
• Proficient in MS Excel.
  
• Good communication and stakeholder management skills.
  

Preferred Qualifications

• Experience in BPO / Contact Center environment.
  
• Exposure to voice or blended processes.
  
• Experience handling multi-skill or multi-channel scheduling.
  

Key Performance Indicators (KPIs)

• Schedule Accuracy
  
• Coverage vs Requirement
  
• SLA Achievement Support
  
• Adherence Improvement
  
• Scheduling Efficiency