WFM Specialist - Scheduling

Education:

• Any bachelor’s degree or higher.

Experience:

• 1 - 2 year experience in scheduling using WFM tools Such as Aspect, IEX, Genesys.

Mandatory Skills:

• Excellent communication skills, including ability to write concise technical docs and present ideas.

• Excellent Analytical and Organizational skills  

• Ability to work with cross functional teams 

• Above average knowledge of Microsoft Excel.

Roles & responsibilities:

• Create short term forecast using the WFM tools

• Establish arrival patterns by seasonality, day of the week, intraday etc

• Review scheduling rules periodically for the geography you support

• Update agent data base with active employees and schedule restrictions

• Generate schedules

• Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.

• Review over/ under and optimize schedule for best bit

• Create IDPs and publish to stakeholders on a weekly basis

• Coordinate with stakeholders for headcount reconciliation on a daily/ weekly basis

• Coordinate with training to update active headcount in each class on a daily basis.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.