Requirements
What You’ll Need (Experience)Proven WFM Track Record: At least 3–5 years of hands-on Workforce Managementexperience, with at least 1–2 years in a supervisor or senior scheduling role.Multi-Channel Expertise: Demonstrated experience scheduling for distinct modalitiessimultaneously—understanding the different dynamics of real-time queues (Voice, LiveChat) vs. asynchronous queues (Back Office, Sales leads).Capacity & Shrinkage Modeling: Proven experience building data models thatcalculate exact daily time-off allowances (annual and ad-hoc emergency leave) based onforecasted workload.Stakeholder Management: Experience partnering directly with Operations Managersand Team Leads to advise on schedule changes, explain leave limits, and align onoperational policies diplomatically.
Description
What You’ll Be DoingEnd-to-End Scheduling: Build, maintain, and optimize shift rosters across Live Chat,Voice, Back Office, and Sales modalities to align agent availability with forecastedvolume.Daily Leave Guidance: Calculate daily shrinkage allowances and provide operationswith exact daily caps for annual and emergency/casual leaves that can be approvedwithout breaching SLA targets.Data & Excel Modeling: Leverage advanced Excel models to run scenario planning,track schedule adherence/conformance, analyze absenteeism trends, and build capacitymodels.Cross-Functional Collaboration: Serve as the primary point of contact for OperationsManagers, Team Leads, and HR on all scheduling queries, shift bidding, and staffingvisibility.Continuous Improvement: Regularly audit existing scheduling workflows, identifybottlenecks or over-staffed intervals, and present optimization recommendations toleadership