Found Description
The Scheduler is responsible for managing the workforce management processes including scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.
Job Responsibilities
- A WFM Role responsible for assigning resources (Planned roster) by period to meet the estimated loaded demand
- Responsible for analysis of historical transaction volume and AHT arrival patterns and shrinkage to determine future patterns and demand requirements
- Process shift trades, schedule change requests, and time off requests after schedules are released by the client
- Ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines
- Optimize sch...