Workforce Scheduler

e are looking for a detail-oriented and analytical WFM Scheduler to join our Workforce Management team. In this role, you will be responsible for creating, maintaining, and optimizing staff schedules for lines of businesses (client accounts).

You will work closely with Operations, Real-Time Analysts (RTAs), to balance labor efficiency, service level agreements (SLAs), and agent work-life balance preferences. The ideal candidate has a strong grasp of BPO scheduling mechanics, proficiency in industry-standard WFM tools, and a structured approach to managing shift allocations, shrinkage, and off-net activities.

Key Responsibilities

• Schedule Creation & Optimization: Build, publish, and maintain optimized staff schedules for lines of business based on forecasted volume, interval arrival patterns, and required headcount coverage.
• Leave & Shrinkage Management: Review, approve, and track schedule exceptions, paid time off (PTO), leaves of absence, and training/coaching blocks in alignment with operational thresholds and contractual shrinkage allowances.
• Intraday Alignment & Coordination: Partner with Real-Time Analysts (RTAs) to identify staffing gaps or overstaffing windows, proactively adjusting schedules or coordinating shift swaps and voluntary time off (VTO) to protect service levels and control labor costs.
• Bid & Preference Administration: Facilitate regular shift bids, preference submissions, and rotation schedules fairly and transparently according to account guidelines and tenure rules.
• Data Integrity & Reporting: Maintain accurate employee profile data, skill assignments, and work rule parameters within the WFM platform. Generate weekly/monthly schedule adherence and utilization reports for operational stakeholders.
• Stakeholder Collaboration: Act as the primary point of contact for Operations Managers (OMs) and Team Leaders regarding scheduling constraints, shift change requests, and capacity planning feedback.

Qualifications & Competencies

• Experience: Minimum of 6 months to 2 years of hands-on experience as a WFM Scheduler, Capacity Planner, or Workforce Analyst within a BPO or contact center environment.
• Technical Proficiency: Demonstrated experience working with major WFM and telephony platforms (e.g., Genesys, Verint, CXOne, or Avaya). Advanced Microsoft Excel skills (pivot tables, VLOOKUPs, data modeling) are required.
• Analytical Mindset: Strong mathematical and logical problem-solving skills, with the ability to translate forecast data and capacity requirements into practical shift patterns.
• Communication Skills: Excellent interpersonal and written communication skills to manage relationships with operations partners, handle pushback professionally, and enforce scheduling policies.
• Integrity & Compliance: Firm understanding of labor standards, break compliance, and adherence protocols, ensuring all schedule manipulations follow proper documentation and approval chains.