Scheduling Specialist

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Scheduling Specialist will be responsible of ensuring adequate staffing to meet service demands across all sites. The outcome is a strategically aligned workforce that can handle customer contact volumes effectively and efficiently.
The planner will be translating volume forecasts into full-time equivalent (FTE) requirements.
Aligning workforce capacity (Hours / Seats / HC / Training capacity) with client’s requirements.
This ensures the company maintains optimal service levels and avoids staffing gaps.
The role is a key part of strategic planning and data-informed decision-making for the business.

Responsibilities: • Create and publish agent schedules using WFM software (Calabrio/Teleopti/ WFM / any other WFM platform) based on forecasts and capacity plans. • Balance business needs, agent preferences, and labor regulations for shift assignments. • Reviews intraday and short-term changes (absenteeism, late logins, volume spikes) and becomes agile in using these data for future reference. • Process schedules restrictions based on the needs & quota. • Maintain high schedule accuracy and concurrency in accordance with labor law. (break/lunch scheduling). • Collaborate with Real-Time Analysts for intraday re-forecasting & offers schedules changes. • Communicate schedule changes to operations accordingly. • Audit schedule accuracy and report anomalies.

Qualifications: • University Graduate. • Minimum one year of experience in the work force management. • Capacity or Scheduling Planning. • Forecasting. • Analytical skills.