Workforce Scheduler

The Workforce Scheduler forecasts production volumes, trends and average handle times to determine workloads for assigned Operations function. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.RESPONSIBILITIES:Create long-range (annual) forecasts, one-to-three years out, mid-range forecasts and current projections. Using forecasting logic, the Workforce Scheduler will also make short-term projections.Forecast various production workloads and to identify cyclical and seasonal trends, and adjust forecasts as needed.Assist assigned Operations department management with staffing models, loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.Using scheduling software, generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by market and at the campaign level.Identify needs for overtime, PAL and staffing adjustments, such as Voluntary Time Off, in advance and incorporates into scheduling batches. Determine the time off, shrinkage and update the time off calendar in advance of the time. Advise and/or approve/deny time off requests in advance, based on objective analysis.Routinely evaluate service level outcomes by interval to identify production volume variable changes, balance workloads, and recommend realignments where needed.Schedule workforce training and other activities without risking service levels. When large scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign needs between service areas.Track and report forecasted verses actual production volume trends by market, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels.Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.Set up sites, markets, campaigns, new queues (skills) and remove obsolete skills from the Workforce Management Scheduling application.Participate in Workforce Management Scheduling application patches and other network upgrades and prepare for implementations; following system enhancements perform testing to identify any glitches associated with the upgrades and then report results to systems support team.Participate in Workforce Management Scheduling application patches and other network upgrades and prepare for implementations; following system enhancements perform testing to identify any glitches associated with the upgrades and then report results to systems support team.Perform other duties as assigned. Designs and/or improve report templates to effectively presentREQUIREMENTS:At least 1 year of experience in the call center industry or employed in VXI for at least 6 months with no outstanding disciplinary records in present department.Must have Workforce Management backgroundProven analytical skills.Project-based knowledge of metrics or key measures for success.College graduate of any course; or subsequently completing a college degree in any course.Operational knowledge in computer software such as Microsoft Office.Operational knowledge in CMS, Blue Pumpkin Activity Manager, IEX, EWFM and any other WFM related tools used for monitoring and data capture.Must be flexible and ensures to meet the current and future demands of the business and team that is being supported.