Description
We are seeking a WFM Scheduler to join our team in India. The ideal candidate will be responsible for creating and managing schedules for our workforce to ensure efficient operations and meet service levels. This role involves analyzing data to forecast staffing needs and collaborating with team leaders to optimize resource allocation.
Responsibilities
- Develop and manage scheduling for workforce resources to ensure optimal coverage and efficiency.
- Analyze call volume trends and forecast staffing needs to meet service level agreements.
- Monitor real-time performance and adjust schedules as necessary to accommodate changes in demand.
- Collaborate with team leaders to understand their scheduling requirements and accommodate their needs.
- Prepare and present reports on scheduling effectiveness and workforce metrics.
- Identify opportunities for process improvements in scheduling and workforce management.
Skills and Qualifications
- Strong analytical and problem-solving skills.
- Proficiency in workforce management software and scheduling tools.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage competing priorities.
- Detail-oriented with strong organizational skills.
- Knowledge of call center operations and workforce management principles.
- Proficient in Microsoft Excel and data analysis techniques.
