The role involves developing and publishing optimized shift schedules for contact center agents based on demand forecasts
Job Summary
The role involves developing and publishing optimized shift schedules for contact center agents based on demand forecasts.
Candidates will be responsible for managing schedule exceptions including time-off requests and training while ensuring minimal impact on service levels.
The position requires partnering closely with Real Time Analysts to identify opportunities for intraday optimization such as gap filling.
Matching Summary
The role involves developing and publishing optimized shift schedules for contact center agents based on demand forecasts.
Skills & Requirements
Must-have
2+ years Contact Center Scheduler experience
Advanced proficiency in WFM software tools
High proficiency in Microsoft Excel for analysis
Strong analytical skills for short-term data interpretation
Experience with schedule generation and forecasting modules
Nice-to-have
Excellent attention to detail for complex scheduling rules
Effective written and verbal communication skills
Solid understanding of call center metrics like Service Level
Ability to work effectively in a dynamic fast-paced environment
Key Requirements
Bachelor's degree in Business, Finance, Mathematics, or related field preferred
Proven experience (2+ years) as a Scheduler or Resource Planner
Demonstrated experience in schedule generation and short-term forecasting