WFM Scheduler

Overview

The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. Their focus is to provide guidance on staffing levels needed by each program they support to achieve all client metrics while balancing internal productivity goals.

Responsibilities

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation.

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage.
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
• Document the details behind the data to ensure we are able to accurately forecast into the future.
• Know the business and the forecasted industry trends.
• Involve client in trending exercise.

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs).
• Review with Operations the full 13-month forecast at least once a month.
• During ramp or when targets are not being met a weekly or biweekly meeting is required.
• WFM to document all assumptions, concerns and issues discussed at meetings.
• During Hiring plan meetings the following items will be discussed:
• 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
• Operations to provide final approval on assumptions used.
• Forecast data will be fed into the hiring plan file.
• Resource Planner to provide Vacation/PTO allotments.
• Develops input to 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).
• Strong communication skills.
• Above average reporting skills.
• Excellent analytical skills.
• Must possess 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.