Wfm Scheduler

TransPerfect Translations International Inc

Not specified
Develop and administer staff schedules
Meet service level commitments
Analyze historical data and call patterns
TransPerfect is seeking a Workforce Management Scheduler to develop and administer staff schedules in alignment with service level commitments. The role involves analyzing data to create effective staffing plans, monitoring adherence to schedules, and communicating with staff and leadership. The ideal candidate will have a background in call center operations and workforce management

Job Summary

  • The Workforce Management Scheduler is responsible for the development and administration of staff schedules to meet service level commitments and operational goals.
  • This role works closely with the WFM Supervisor and Operations leadership to ensure that staffing levels align with forecasted volume on a yearly, monthly, and daily basis.
  • The WFM Scheduler analyzes historical data and call patterns to create effective schedules, manages discretionary time-off requests, and monitors real-time adherence to ensure the contact center is positioned to meet all client-agreed SLAs.

Matching Summary

Match Score: 85

TransPerfect is seeking a Workforce Management Scheduler to develop and administer staff schedules in alignment with service level commitments. The role involves analyzing data to create effective staffing plans, monitoring adherence to schedules, and communicating with staff and leadership. The ideal candidate will have a background in call center operations and workforce management.

Skills & Requirements

Must-have

  • Develop and administer staff schedules
  • Meet service level commitments
  • Analyze historical data and call patterns
  • Monitor real-time adherence
  • Utilize workforce management software

Nice-to-have

  • Self-motivated and work independently
  • Facilitate WFM communications
  • Identify opportunities to maximize agent efficiency

Key Requirements

  • Three to five years of call center operations experience
  • One year of Workforce Management Analyst experience
  • Strong attention to detail and high level of accuracy
  • Strong mathematical, analytical, communication, and organizational skills
  • Foundational knowledge of Workforce Management technologies and ACD software

Work Rights

Not specified

Tailored Resume

Cover Letter