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Workforce Management Scheduler

Tatu City · Tatu City

🇬🇧 English
Genesys Cloud CX Genesys Workforce Optimization ACD reporting tools

Job description

About the role

The Workforce Management Scheduler ensures optimal staffing for a high‑volume omni‑channel contact center. You will create, adjust, and publish schedules, monitor service levels, and provide performance reporting to support efficient call center operations.

Key responsibilities

  • Manage the WFM forecasting and scheduling software, publishing accurate employee work schedules.
  • Analyze agent schedules to meet service level targets while respecting work rules, legal requirements, and operational constraints.
  • Use Genesys Workforce Optimization, Engagement, and ACD reporting tools to validate forecast accuracy, staffing needs, and actual service levels.
  • Optimize daily breaks and lunches, handle schedule change requests, and resolve escalated scheduling issues.
  • Monitor daily service levels and productivity, adjusting schedules as needed.
  • Prepare and deliver reports on shrinkage, agent trends, attrition, and other key metrics.
  • Oversee shift bids, review PTO requests, and support training on workforce processes.

Required profile

  • Bachelor's degree or equivalent relevant experience.
  • At least one year of experience in a 500+ seat omni‑channel contact center as a forecasting or scheduling analyst.
  • Proven track record implementing workforce strategies and plans.
  • Strong analytical ability to interpret data quickly and recommend alternatives.
  • Excellent verbal and written communication skills.
  • Ability to work variable shifts, including some weekends.

Required skills

  • Proficiency with Genesys Cloud CX.
  • Experience using Genesys Workforce Optimization and Engagement software.
  • Familiarity with ACD reporting tools.
  • Advanced skills in Microsoft Office: Word, Access, Excel, PowerPoint.

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Published 3 months ago

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Tatu City

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