Workforce Management Scheduler

Job Title: Workforce Management Scheduler

Work Arrangement: Onsite

Start Date: ASAP

Qualifications

• At least 3 years of workforce management experience in scheduling, resource planning, or a related WFM function
• Experience using Genesys for schedule creation, schedule maintenance, and workforce optimization
• Strong knowledge of contact center metrics, including Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence
• Hands-on experience managing schedule updates, activity codes, exceptions, and staffing adjustments based on business requirements
• Strong analytical, problem-solving, and attention to detail skills
• Must be willing to work onsite and on a flexible schedule