Key Responsibilities
Develop and publish daily, weekly, and monthly schedules based on forecasted workloads and service level requirements.
Build schedules supporting multi‑channel environments (voice, chat, email, case management).
Apply shrinkage assumptions (leave, absenteeism, training, meetings, system downtime).
Ensure schedules are compliant with labor laws, union rules (if applicable), and company policies.
Manage intraday schedule adjustments in collaboration with RTM.
Preferred Skills & Qualifications
- 2–3 years of experience in WFM Scheduling
- Any graduation and above
- Proficiency in WFM tools (e.g., NICE IEX, Aspect, Verint), and ACD systems like Avaya/CMS and MS Excel
- Excellent communication skills, both written and verbal.
- Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
- Flexible to work across time zones, based on the program's Hours of Operation.
- Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.
