Workforce Scheduler Coach Call Center Forecasting and Scheduling

We are seeking an experienced Workforce Scheduler coach to help our Workforce Management (WFM) team in a dynamic, multi-channel contact center environment. This role is pivotal in optimizing scheduling, managing queues, and ensuring performance efficiency across global operations.
The ideal candidate will have a proven track record in real-time management, forecasting, and scheduling, coupled with strong communication abilities. You will play a key role in meeting service level agreements, collaborating across departments, and using WFM tools to achieve operational excellence.
Key Responsibilities:
Create, maintain, process and administrate grids for scheduling.
Oversee forecasting, scheduling, and real-time management for multiple campaigns.
Develop and execute WFM processes aligned with business needs.
Conduct regular audits and compliance checks for service quality.
Collaborate with Operations and IT to optimize staffing needs and minimize costs.
Analyze performance trends and recommend improvements.
Required Qualifications:
Bachelors degree in Business or a related field.
1 or 2+ years of Workforce Scheduler experience in a contact center environment.
Expertise in WFM tools (eWFM-Aspect, NICE IEX, Verint, Genesis).
Advanced proficiency in Excel and Microsoft Office.
Strong analytical and communication skills.
Experience supporting both brick-and-mortar and remote contact center setups.
Ready to take the lead in workforce optimization?
Apply Now!