Workforce Management Scheduler

Global Payments

2+ years contact center scheduler experience
Advanced wfm software proficiency
Short-term forecasting and analysis skills
Develop and publish optimized shift schedules for contact center agents based on demand forecasts

Job Summary

  • Develop and publish optimized shift schedules for contact center agents based on demand forecasts.
  • Manage schedule exceptions including time-off requests, training, and coaching to ensure minimal service level impact.
  • Partner with Real Time Analysts to execute published schedules and identify intraday optimization opportunities.

Matching Summary

Develop and publish optimized shift schedules for contact center agents based on demand forecasts.

Skills & Requirements

Must-have

  • 2+ years Contact Center Scheduler experience
  • Advanced WFM software proficiency
  • Short-term forecasting and analysis skills
  • Microsoft Excel high proficiency
  • Schedule exception management

Nice-to-have

  • Excellent attention to detail
  • Effective written and verbal communication
  • Understanding of call center metrics
  • Ability to work in fast-paced environment

Key Requirements

  • Bachelor's degree preferred in Business or related field
  • Proven 2+ years experience as Scheduler or Resource Planner
  • Experience in Contact Center or BPO environment

Work Rights

Not specified

Tailored Resume

Cover Letter