Responsibilities

📍Generate and publish schedules at least 4 weeks in advance, including shift start/stop times, breaks/lunches, and off-phone activity (OPA). 📍Proactively identify overtime or schedule changes needed due to absences or attrition. 📍 Create and maintain work shifts, including special exceptions and accommodations, completing adjustments during schedule generation. 📍Collaborate with Training on new hire schedules, nesting periods, and training/continuing education sessions. 📍 Manage onboarding and offboarding processes, updating agent profiles in WFM systems. 📍Identify scheduling gaps, monitor adherence, and ensure SLA compliance. 📍 Partner with HR for employee accommodations and scheduling adjustments. 📍 Conduct routine schedule analysis, interval staffing reviews, and shift bid preparation. 📍 Contribute to short-term forecasting efforts by analyzing near-term volume trends and staffing needs to ensure accurate scheduling decisions. 📍Manage time-off request processes without impacting SLAs. 📍 Produce daily reports and documentation; continually seek efficiency improvements. 📍Partner with Forecast Specialists to present staffing updates and identify operational trends. 📍 Support intraday/real-time scheduling functions as needed.

Qualifications

📍 Excellent organizational, time management, and grammatical skills. 📍Ability to summarize complex information using charts, graphs, and reports. 📍 Proven ability to manage multiple priorities and adapt to change. 📍Strong interpersonal, collaborative, and decision-making skills. 📍 Advanced proficiency in Google Suite. 📍 Advanced analytical and technical skills. 📍 3+ years of contact center WFM experience.

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