Workforce Management Scheduler

Roles and Responsibilities :

• Develop and maintain accurate workforce schedules to meet business demands using Genesys, Avaya, or Verint systems.
• Collaborate with team members to identify capacity planning needs and optimize staffing levels for optimal efficiency.
• Analyze data from various sources (e.g., WFM reports) to inform schedule decisions and improve overall performance.
• Ensure compliance with company policies, procedures, and regulatory requirements related to labor management.

Job Requirements :

• 1-10 years of experience in a similar role within the BPO/Call Centre industry.
• Proficiency in scheduling software such as Genesys, Avaya, or Verint; ability to learn new systems quickly.
• Strong understanding of workforce planning principles and practices; experience with capacity planning tools preferred.