Workforce Scheduler Coach - Call Center Forecasting and Scheduling

We are seeking an experienced Workforce Scheduler coach to help our Workforce Management (WFM) team in a dynamic, multi-channel contact center environment. This role is pivotal in optimizing scheduling, managing queues, and ensuring performance efficiency across global operations.

The ideal candidate will have a proven track record in real-time management, forecasting, and scheduling, coupled with strong communication abilities. You will play a key role in meeting service level agreements, collaborating across departments, and using WFM tools to achieve operational excellence.

Key Responsibilities:

• Create, maintain, process and administrate grids for scheduling.
• Oversee forecasting, scheduling, and real-time management for multiple campaigns.
• Develop and execute WFM processes aligned with business needs.
• Conduct regular audits and compliance checks for service quality.
• Collaborate with Operations and IT to optimize staffing needs and minimize costs.
• Analyze performance trends and recommend improvements.

Required Qualifications:

• Bachelor’s degree in Business or a related field.
• 1 or 2+ years of Workforce Scheduler experience in a contact center environment.
• Expertise in WFM tools (eWFM-Aspect, NICE IEX, Verint, Genesis).
• Advanced proficiency in Excel and Microsoft Office.
• Strong analytical and communication skills.
• Experience supporting both brick-and-mortar and remote contact center setups.

Ready to take the lead in workforce optimization?

Apply Now!