Onsite Call Center Scheduler (Workforce Management)

About the Role

This position requires an onsite presence at our facility in Irving. The role involves schedule generation, staffing analysis, and workforce management to ensure optimal service levels in all skill groups.

Responsibilities

• Uses workforce management software and call volume history to manage intra-day staffing levels.
• Ensures call center resources are scheduled and utilized to provide optimum service levels.
• Identifies and coordinates training needs to meet call arrival patterns and minimize variance in associate occupancy rates.
• Analyzes call center staffing, metrics, and performance to ensure proper staffing and scheduling on an interval, daily, weekly, and monthly level.
• Prepares intraday staffing call analysis reports and proposes schedule changes to address staffing needs.
• Addresses concerns and requests from Operations Partners and ensures minutes of the call are sent to all participants.
• Publishes schedules, updates schedule requests, and ensures agents have the correct number of hours and rest days.
• Creates and distributes monthly shift bids, ensuring shift patterns align with forecast/sales trends.
• Ensures all schedules are run through the workforce scheduling tool and updates schedules for proper staffing.
• Conducts trend analysis, interprets trends, and communicates insights to the management team.
• Manages agent leaves, computes staffing percentages, and coordinates shrinkage expectations.
• Audits skill sets for agents accessing CMS, ensures correct skill sets and priorities, and assists with skilling concerns.
• Researches, recommends, and assists with the implementation of call center technology.

Qualifications

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math, or relevant work experience (2-4 years) as a substitute for the education requirement.
• Minimum of 1 year of experience in WFM Scheduling or any WFM facet within call center operations.
• Experience working with different scheduling software (e.g., Verint, eWFM, IEX, Genesys).