Workforce Management Scheduler

About the role

The Workforce Management Scheduler will implement workforce strategies to ensure proper staffing of the call centre, determine staffing levels, adjust schedules, allocate activities, and provide performance reports to Contact Center Management.

Key responsibilities

• Manage the WFM forecasting/scheduling software and publish employee work schedules.
• Prepare and analyze agent schedules to meet service level requirements while respecting work rules and legal constraints.
• Use Genesys Workforce Optimization and Engagement tools and ACD reporting to validate forecast workloads, staffing needs and actual service levels.
• Optimize daily breaks and lunches, handle shift‑bid processes and PTO requests.
• Monitor daily service levels and productivity, adjusting schedules as needed and delivering reports to management.
• Analyze shrinkage, attrition and agent trends to recommend operational changes.

Required profile

• Bachelor’s degree or equivalent relevant work experience.
• Minimum one year experience in a 500+ seat omni‑channel contact centre as a forecasting or scheduling analyst, preferably with Genesys Cloud.
• Proven ability to implement workforce strategies and analyse data under tight timeframes.
• Strong organizational and communication skills, able to work under pressure and handle variable shift schedules.

Required skills

• Proficiency with Genesys Cloud CX and Genesys Workforce Optimization/Engagement software.
• Advanced use of Microsoft Office suite (Excel, Word, Access, PowerPoint).
• Basic understanding of omni‑channel communication platforms and computerized reservation systems.