Workforce Management Scheduler

Workforce Management Scheduler

Job Summary

The Workforce Management (WFM) Scheduler is responsible for creating and optimizing employee schedules that align workforce capacity with forecasted business demand. The role ensures effective staffing coverage while considering employee availability, labor regulations, operational requirements, and service level goals.
 

Key Responsibilities
•    Develop staffing requirements and scheduling plans based on forecasts, capacity plans, and business requirements.
•    Create and maintain employee schedules using workforce management systems.
•    Review and process schedule requests, time-off submissions, exceptions, and operational adjustments.
•    Optimize schedules to minimize staffing variances and improve schedule efficiency.
•    Ensure compliance with labor laws, company policies, and scheduling guidelines.
•    Collaborate with WFM Planners, Operations, and Business Partners on scheduling strategies.
•    Maintain WFM tools, staffing profiles, and schedule configurations to support business objectives.
•    Participate in schedule reviews and recommend process improvements.
 

Qualifications & Experience
Graduation is required; degree in Business, Mathematics, or related field preferred.
Previous Workforce Management, scheduling, or contact center experience preferred.
Business English proficiency required.
Ability to support a flexible 24x7 work environment.
 

Technical Skills
•    Advanced Microsoft Excel skills including formulas, reporting, charts, and pivot tables.
•    Knowledge of WFM platforms such as NICE IEX, Verint, eWFM, Genesys, Avaya, or similar tools.
•    Proficiency with Microsoft Office applications and basic computer systems.
 

Core Competencies
•    Analytical and problem-solving skills
•    Communication and stakeholder management
•    Attention to detail and accuracy
•    Prioritization and risk management
 

Knowledge Requirements
Understanding of workforce planning, scheduling processes, contact center KPIs, and local labor regulations.
Knowledge of data privacy, compliance, and information security standards.
 

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.