WFM Scheduling Analyst

Job summary

The role of a Workforce Management (WFM) Scheduler is to create and maintain employee schedules in alignment with business needs, customer demands, and workforce optimization goals.

Key Responsibilities

The responsibilities for the position include:

Schedule Creation:

• Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements

• Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules

Workforce Optimization:

• Optimize workforce utilization by balancing staffing levels and skill sets to match workload fluctuations

• Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling costs

Schedule Adherence:

• Monitor and manage employee adherence to assigned schedules

• Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules. and address any deviations

System Management and Maintenance:

• Managing and maintaining workforce management systems and software tools

• Updating employee records, configuring scheduling parameters, troubleshooting system issues, and collaborating with IT teams for system enhancements

Real-Time Monitoring:

• Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability

• Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations

Schedule Optimization:

• Collaborate with WFM Analyst in analyzing historical data, performance metrics, and workforce patterns to identify areas for schedule optimization

• Seek ways to improve efficiency, reduce costs, and enhance employee satisfaction while maintaining service levels. This involves adjusting shift patterns, implementing flexible scheduling options, or optimizing breaks and lunch periods

Reporting and Analysis:

• Generate reports and provide insights as well as propose corrective actions on key workforce metrics, schedule adherence, and performance indicators

• Update internal / external reports (employee timekeeping, payroll, costs, revenues, etc.) and tools (internal movements, hiring, termination, etc.)

Compliance and Policy Adherence:

• Ensuring adherence to labor laws, regulations, company policies, internal and external Standards (or a combination of the above, depending on each department’s requirements)

Job Requirements

Education and Specific Training

• English B2 or above CEFR proficiency level

• Studies in fields (business management, human resources) involving WFM procedures and/or data analytics is preferred

Work Experience

• Previous call center and 6 to 24 months experience in scheduling.