Workforce Planning Scheduler
About The Position
As a Scheduler you will be responsible for the creation of schedules, including shifts and activities, and making sure available supply meets forecasted demand. By joining the growing Workforce Planning Team you will play a vital role in optimizing our workforce management processes to ensure resources are allocated to efficiently respond to customer needs, maintain service quality, and meet operational effectiveness. You will report into the Lead Schedulers and will schedule for the front and back office teams. Your strong collaboration, communication, and detail oriented approach will ensure the resources are optimized effectively. The salary range for this role is $56,000 to $63,000 annually.
Requirements
- Proven experience in contact center planning methods.
- Experience of using WFM tools and systems, Nice IEX is preferred.
- Strong capabilities in creating and maintaining accurate schedules.
- Skilled in schedule optimization.
- Strong decision-making skills.
- Confident communication to justify decisions made and contribute to key discussions.
- Able to manage own workload and meet deadlines.
- Excellent organizational skills.
- Able to think out of the box to find new solutions.
Nice To Haves
- Gaming Industry knowledge is desirable but not essential.
Responsibilities
- Creating robust schedules using agreed assumptions and operational information.
- Working with Lead Schedulers and Contact Center Management to coordinate all on and off contact activities to ensure service levels are maintained.
- Implementing and maintaining workforce management software and tools to facilitate accurate scheduling and reporting.
- Reviewing and optimizing schedules across multiple teams with different demands.
- Suggesting and implementing solutions to enhance resource productivity and identify opportunities for improvement.
- Keeping knowledge up to date on key events and changes that affect areas under your responsibility.
- Maintaining records and documentation with strong attention to detail.
- Collaborating and contributing to key meetings relating to your area
- Contributing to the ongoing development and shaping of the Workforce Planning teams globally
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
