Workforce Management Scheduler

Job description

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.