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Job Description: Workforce Management (WFM) Scheduler
Position Title: Workforce Management Scheduler
Department: Workforce Management (WFM)
Reports To: WFM Manager / Lead
Location: Onsite, HYD
Role Summary
The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing staff schedules to ensure service level targets are met while balancing operational requirements and employee work rules. This role partners closely with Operations, Real-Time Analysts, and Planning teams to support daily and long-term staffing needs.
Key Responsibilities
- Develop, publish, and maintain work schedules aligned with forecasted workload, staffing plans, and contractual requirements
- Create and manage shift patterns, lunch and break placements, overtime, voluntary time off (VTO), and leave schedules
- Ensure schedules comply with labor laws, company policies, and client-specific rules
- Monitor schedule adherence drivers and proactively adjust schedules based on attrition, shrinkage, and business changes
- Process schedule change requests, swaps, and exceptions in coordination with Operations
- Collaborate with Planning and Forecasting teams to translate staffing plans into executable schedules
- Support special events, training pullouts, holidays, and peak demand periods
- Maintain accurate scheduling data in WFM tools (e.g., IEX, Verint, NICE, Aspect, Kronos)
- Generate and distribute schedule-related reports and analysis
- Participate in continuous improvement initiatives to enhance scheduling efficiency and employee experience
Required Skills & Qualifications
- Bachelor’s degree or equivalent work experience preferred
- 1–3 years of Workforce Management or scheduling experience (contact center environment preferred)
- Strong analytical and problem-solving skills
- Proficiency in WFM scheduling tools (IEX/Genesis, Verint, NICE, etc.)
- Advanced Excel and PPT skills (formulas, pivot tables, data analysis)
- Working knowledge of contact center KPIs (AHT, Service Level, Occupancy, Shrinkage)
- Excellent communication and stakeholder management skills
- Ability to work in a fast-paced, dynamic environment
- Strong attention to detail and time management
Preferred Qualifications
- Experience supporting multi-skill or omni-channel environments (voice, chat, email, social)
- Knowledge of labor laws and scheduling best practices
- Flexibility to work shifts aligned to business needs
Key Competencies
- Data-driven decision making
- Collaboration and adaptability
- Planning and organizational skills
- Customer and employee focus
- Continuous improvement mindset
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
