Workforce Management Scheduler

The Workforce Management (WFM) Scheduling Administrator supports Service Center operations by combining technical proficiency with business insight. This role is responsible for maintaining staff schedules aligned with service objectives, ensuring system databases are updated with accurate information, and collaborating with key stakeholders to adjust schedules based on real-time operational needs.

The scheduler is accountable for multiple clients and a wide range of client-specific skills in a complex, multi-site contact center environment. This includes monitoring, reporting, and analyzing staffing levels to ensure adequate coverage, while also ensuring that required training sessions and off-phone tasks are completed on schedule without negatively impacting client Service Level Agreement (SLA) expectations.

Schedulers leverage a variety of workforce management systems and methodologies, including NICE, Genesys, MCCH, Erlang, and Microsoft Excel to execute scheduling tasks and make informed recommendations. This position rarely requires travel.

The Role:

• Maintain system databases with complete and accurate agent and client information

• Perform timely system updates in response to staffing and scheduling transactions

• Monitor call volume trends across multiple queues and sites

• Manage and optimize service center schedules based on forecasted and real-time needs

• Coordinate off-phone activities (e.g., training, meetings) to minimize service disruptions

• Serve as a primary contact for daily scheduling issues

• Recommend schedule adjustments and optimizations based on observations and trends

• Complete ad hoc reporting and analysis projects to support the WFM and Service Center leadership teams

• Identify recurring issues with systems, policies, or processes and suggest improvements

• Create and maintain scheduling process documentation

• Occasionally assist in special projects or other duties as assigned

• Annual Enrollment / large project planning – review prior years’ successes and areas for improvement, assess changes for scheduling needs by analyzing options to optimize staffing levels per pod and region

• Participate in ongoing pod calls to promote productive communication between WFM and Operations teams

• Other related duties as assigned