Workforce Management Scheduler

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.