WFM Planning Scheduling forecasting

The Workforce Management Scheduler is responsible for forecasting, scheduling, and real-time management of call center agents to ensure optimal service levels and efficient use of resources. This role requires a detail-oriented individual with strong analytical skills and the ability to work collaboratively in a fast-paced environment.

Key Responsibilities:

• Analyze historical data to predict call volumes and staffing needs.
• Develop and manage agent schedules, ensuring alignment with forecasts.
• Monitor real-time adherence and adjust schedules as needed.
• Generate performance reports and provide recommendations for improvement.
• Ensure compliance with labor laws and organizational policies.
• Manage time-off requests, shift swaps, and other schedule adjustments.

Qualifications:

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proficiency in WFM software and advanced Excel skills.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• 10-20 years of experience in workforce management or scheduling in a call center.

Certifications (Optional but Beneficial)

• Certified Workforce Planning Professional (CWPP)
• Certified Workforce Management Professional (CWMP)Role & responsibilities