Workforce Scheduler

📋 Description

• Create and maintain optimized schedules that align staffing with client demand, service level
• Manage schedule builds, shift optimization, activity updates, and schedule change requests
• Ensure optimized staffing to support key client KPIs during resource allocation and scheduling
• Drive scheduling efficiency across 90% of interval through optimized staffing and effective
• Drive shift inflexibility within the account by building effective and compliant schedules that
• Plan overtime requirements well in advance within schedules and recommend PTO opportunities based

🎯 Requirements

• Minimum 3 years of workforce management experience in scheduling, resource planning, or a related
• Experience in Genesys for schedule creation, schedule maintenance, and workforce optimization
• Strong understanding of contact center metrics such as Service Level, AHT, Occupancy, Shrinkage
• Hands-on experience in updating schedule changes, activity codes, exceptions, and staffing
• Strong analytical and problem-solving skills with high attention to detail
• Good communication and stakeholder management skills