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Job Title:
WFM Specialist 2 (Scheduler)
Reports to:
Workforce Supervisor
Reporting Staff:
None
Summary:
Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives
The Workforce Scheduler is expected to understand and may forecast for contact center transaction volumes, trends and average handle times to determine workloads for assigned Operations function. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.
Service Planning
- The Scheduling and Service Planning specialist is expected to create short term to long range forecasts (but not limited to) for the following: workload, HC requirements, AHT Trends, shrinkage inputs, occupancy.
- Routinely evaluate interval level attainment and trend against targets and forecast to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.
- Track and report forecasted vs actual production volume trends by LOB, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendation for turn around at the soonest possible time.
- Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.
- Adept in Capacity Planning and maintenance.
Scheduling and Dissemination
- Within guidelines of the company’s Standard Work Rules and using IEX as a scheduling software, generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.
- Routinely clean up headcount roster and other related credentials in IEX.
- Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.
- Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.
- Completely schedule agent development activities per the budget without risk to service level objectives. When large scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.
- Able to identify needs for overtime and other necessary in office and out of office staffing adjustments ahead of time and incorporates into schedules. Advise and/or approve/deny time off requests based on objective analysis.
- Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.
Others
Designs and/or improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.
Minimum Requirements and Competency Expectation
For External Applicants
- At least 1 year of experience in the call center industry
- Must have a background in Workforce Management and have served at least 6 months in the same function
External Applicants of RTA status may be considered provided that they have more than a year of work experience in Workforce Management
For Internal Applicants
- Currently employed in VXI as a WFM RTA with at least 6 months of experience in the field
- Excellent attendance record – 97% reliability and above.
- No active PIP within the last 6 months
- KPIs at or above goal for the last 90 days
- For lateral transfers, 6 months in current role/LOB
- For promotions, no minimum tenure required
- Proven analytical skills.
- Project-based knowledge of metrics or key measures for success.
- College graduate of any course; or subsequently completing a college degree in any course.
- Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and Powerpoint. Knowledge in Google Spreadsheets and other related tools is a plus.
- Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.
- Must be flexible and ensures to meet the current and future demands of the business and team that is being supported.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
