Associate Manager - Scheduling

WFM Scheduler - International BPO

We are seeking a skilled WFM Scheduler to join our team in an International Process. The ideal candidate must have 6+ years of overall work experience, including 4+ years of documented experience as a WFM Scheduler. The role requires proficiency in scheduling and workforce management using tools like Avaya, IEX, Verint, or similar. The WFM Scheduler will be responsible for forecasting, creating schedules, optimizing staffing, and ensuring adherence to service levels.

Role & responsibilities:

Develop and manage schedules based on forecasted workload and real-time requirements.

Monitor staffing levels, making adjustments as needed to ensure optimal coverage.

Utilize WFM tools to create and adjust schedules for team alignment with operational goals.

Work closely with operations to communicate and resolve staffing and scheduling conflicts.

Preferred candidate profile:

Minimum 6+ years of total work experience; 4+ years of experience as a WFM Scheduler.

Hands-on experience with WFM tools (Verint, IEX, etc.).

Strong analytical and communication skills.

Ability to work in a fast-paced, 24/7 BPO environment.

Comfortable for work from office.

Rotational shift and off