Workforce Scheduler

GOAT Group

About The Position

GOAT is seeking a Workforce Scheduler to join the growing team. This individual should have experience with schedule adherence and resource planning for a fast-growing business and performance-based culture. You will be responsible for the generation, validation, and publication of Customer Service rosters. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is detail oriented, analytical, capable of tracking multiple sites, and able to successfully balance the workforce and staffing.

Requirements

Experience with WFM, preferably in a multi-channel environment
Previous experience with WFM and scheduling software
Strong Microsoft Excel skills
Excellent interpersonal and communication skills
Ability to manage large volumes of information and tell stories with data
Strong analytical and problem solving skills
Highly organized with the ability to manage sometimes competing priorities
Ambitious, consistent, and comfortable with diversity and adversity

Responsibilities

Manage all schedule requests and exceptions, optimize short term planned workforce
Generate and deliver domestic and global agent rosters by assigned due date
Follow Customer Service standards while maximizing labor efficiency
Provide recommendations to CS leadership on how to best approach operational challenges, providing data and ad-hoc reports to various levels of management
Monitor and report shrinkage trends
Strategically plan and validate agent roster with focus on variety of forecast scenarios such as peak periods and events
Be flexible to manage other assignments as they arise
Monitor and analyze schedule adherence and productivity
Report on agent performance on a weekly and monthly basis
Serve as SME for WFM related topics