Scheduler (Workforce Management)

Position: Senior Specialist, Workforce Management (Scheduler)

Overvie

wMain Objectives and Duties

:1. Schedule Generation and staffing analysi

s• Uses workforce management software and call volume history to help manage intra-day staffing levels

.• Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups

.• Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minima

lvariance in associate occupancy (workload) rate

.○ Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval

,daily, weekly and monthly level

.
2. Facilitates Staffing Cal

ls• Prepares intraday staffing call analysis repo

rt• Proposes schedule changes to address staffing nee

ds• Addresses and provides possible solutions to any concerns and requests by Operations Partner

s.• Ensures minutes of the call is sent out to all participant

s.
3. Schedule Managem

ent• Publishes schedules from the finalized shift b

ids• Updates all valid schedule reque

sts• Ensures all agents have correct number of hours and rest d

ays• Sends out notification to email concerns of the initial and finalized schedul

es.• Creates report/tracker of any late approved and requests for documentat

ion• Creates monthly shift bids and distributes to Operati

ons• Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clien

ts.
4. Workforce Scheduling Tool Utilization and Mainten

ance• Ensures all schedules are run through the scheduling

tool• Creates intraday analysis and simulations on the schedules plotted on the

tool• Updates schedules to ensure proper staf

fing• Ensures that Workforce scheduling data is aligned in published schedules on all me

dia.
5. Trend Ana

lysis• Uses workforce management software and call volume history to help manage intra-day staffing le

vels.• Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisor

s andmanagers in meeting daily/weekly g

oals.• Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the cust

omer.
6. Manage Agent

Leaves• Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue nu

mbers.• Coordinates and projects shrinkage expect

ations• Identifies correct VL allocation per

group• Sends out list of VL approval to operation

s team
7. Avaya Skill Se

t Audit• Audits skill sets for all agents that acc

ess CMS• Ensures correct skill set sand priorities are assigned to all

agents• Makes discrepancy report on sk

ill set• Requests correction to CM

S Admin• Assists Real-time team on skilling c

oncerns• Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as ide

ntified• Research, recommend, and assist with the implementation of call center tech

nology.
Responsi

• bilitiesDocumentation and
• ReportsData Collection, Integrity and
• AnalysisCritical
• ThinkingWorkforce Ma
• nagementProblem