JOB SUMMARY

The Workforce Management (WFM) Scheduler 1 is accountable for real-time monitoring of the Contact Center Specialists to ensure schedule adherence. Helps staff and management with issues related to schedule adherence, work assignments, and other duties to include daily staff requirements, vacation/holiday schedules and PTO bidding for the department.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience

• Monitors and manages the schedule adherence and productivity of the Contact Center Specialists.
• Monitors, examines and adjust, on a real-time basis, staffing of inbound call queues utilizing the current WFM tools. Provides optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on research.
• Strategically optimizes staff schedules (including breaks, training, lunch, etc.) for real-time coverage between skill levels to maximize service levels.
• Monitors forecasted to actual call center metrics. Compares results to forecast and identify opportunities for improvement.
• Initiates escalation plans by communicating with management in a timely way.
• Examines real-time call trends and escalates to the Workforce Manager at thresholds.
• Monitors Key Performance Indicators, including (but not limited to): Service Level, Occupancy, Abandonment percentages, ASA and AHT.