Workforce Management Scheduler

Agent Scheduling & Roster Management

• Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team.
• Manage and process all schedule exceptions, including time-off requests, training, coaching, team meetings, and other off-phone activities, ensuring minimal impact on service levels.
• Maintain and audit employee data (e.g. skills, availability, contractual hours) outside and within the WFM software to ensure accurate scheduling output.
• Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.

Short-Term Forecasting & Analysis

• Develop intraday and daily volume, handle time, and staffing forecasts using historical data, recent trends, and input from operational stakeholders.
• Identify and analyze deviations between ac...