Workforce Scheduler

We are looking for a detail-oriented Workforce Scheduler to join our team. In this role, you will be responsible for building and optimizing schedules to ensure the right staffing levels, improved service performance, and efficient workforce utilization.

Key Responsibilities:

• Create and manage schedules aligned with forecasted demand and capacity plans
• Optimize staffing to balance SLA, occupancy, and efficiency
• Perform interval-level analysis and adjust schedules as needed
• Manage roster data, shift structures, and scheduling constraints
• Support shift bids and schedule change management processes

Requirements:

• 35 years of experience in WFM Scheduling (Contact Center/BPO)
• Strong understanding of SLA, occupancy, and interval planning
• Hands-on experience with WFM tools (NICE, Verint, etc.)
• Advanced skills in Excel/Google Sheets
• Good analytical and communication skills

Preferred:

• Experience with Power BI / Tableau
• Exposure to multi-site or global operations