WFM Scheduler

Responsibilities

• Maintain hiring plans, develop rolling forecasts, generate schedules, and maintain rosters on a weekly basis.
• Provide guidance on staffing levels needed by each program to achieve client metrics while balancing internal productivity goals.
• Mechanize collection of historical data for trending (call volume, AHT, Service Level, shrinkage factors) down to the interval level.
• Normalize historical data for abnormal occurrences and document for trending to manage similar future situations.
• Standardize methods for trending call volume, AHT, service level, and shrinkage.
• Customize trending formulas by program based on historical data (e.g., 4 weeks prior, 3 months prior).
• Mechanize tools for identifying patterns usable for forecasting.
• Document details behind data to ensure accurate future forecasting.
• Know the business and forecasted industry trends; involve client in trending exercise.
• Based on trends, predict baseline volume, AHT, and shrinkage factors for a 13‑month rolling period at a weekly level.
• Consult with all areas impacting forecast components: client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.), and Operations (Site Director and/or OMs).
• Review the full 13‑month forecast with Operations at least once a month.
• During ramp‑up or when targets are not met, hold weekly or biweekly meetings; document all assumptions, concerns, and issues discussed.
• During hiring plan meetings discuss:
  • Program headcount to determine weekly production attrition rates
  • Skill set assignment (on multi‑skilled programs)
  • Hiring status of planned additional headcount
  • Headcounts of ongoing training classes to determine training attrition rates
  • Duration of Abay, on‑phone time, and status of Abay agents
  • Learning curve impacts (increase in AHT due to new hires)
  • Assess impacts of scheduling method on FTE requirements (team‑based, paired days off, etc.)
• Obtain final approval from Operations on assumptions used.
• Feed forecast data into the hiring plan file.
• Have Resource Planner provide Vacation/PTO allotments.
• Develop input to the budget planning process.

Qualifications

• Bachelor’s / Associate Degree (any field) or equivalent work experience.
• At least 1 year experience specializing in Scheduling / Forecasting and Resource Planning in a call center environment.
• At least 1‑year Intraday management experience.
• Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
• Knowledge in problem solving processes.
• Manual Scheduling (can create schedule from scratch).

Skills

• Strong communication skills.
• Above average reporting skills.
• Excellent analytical skills.
• Effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to come up with sound and accurate decisions in any given circumstance.
• Ability to exhibit professionalism.
• Demonstrated ability to work with a team.
• Demonstrated ability to communicate effectively and professionally with internal and external associates.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high‑pressure environment.