Description

Manage team schedules and resource utilization to ensure operational coverage and cost-effectiveness.

This role is on-site.

Responsibilities

• Create and maintain individual and team schedules, including managing the Shift Bid process.
• Optimize resource utilization by planning holidays, time-off, and breaks to ensure sufficient coverage.
• Partner with Capacity Planning and Operations teams to address staffing and performance gaps.
• Collaborate with Real Time Analysts to monitor agent adherence and productivity.
• Review schedules and IDPs created by co-schedulers prior to release.

Required Skills

• 5 years of relevant experience in Workforce Management or Operations.
• Expertise in scheduling, reporting, and capacity planning.
• Background in Real Time Management and Real Time Analysis.
• Proficiency with workforce management tools.
• Advanced skills in spreadsheet tools such as Google Sheets.
• Ability to analyze large datasets to identify trends and patterns.
• Strong written and verbal communication skills.

Preferred Skills

• Experience working with department leaders on process improvement.

Key Skills

Education

Not specified