• Generate and optimize schedule shells to ensure agent schedules align with updated customer behavior and business needs.
• Oversee schedule bidding processes on internal sites, ensuring efficient resource allocation.
• Create staffing requirements and schedules for partner/BPO sites while ensuring consistency with the global scheduling approach.
• Deliver high schedule efficiency and effectively manage seat utilization at internal sites.
• Partner with the Training team to manage training hours and integrate them into scheduling to minimize disruption.
• Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at interval level.
• Facilitate weekly meetings with stakeholders to discuss schedule plans, expectations, and any updates or changes.
• Work closely with Operations including business support groups (HR, Facilities, Compliance, Training etc) to ensure essential training requirements and individual and personal development time are scheduled each week with the least impact to wait times.
• Review time off requests and make decisions based on forecast and business need
• Work closely with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
• Analyze forecast versus actual to identify trends and provide solutions to meet Service Levels.
• Provide visibility and solutions to areas of opportunity to improve staffing performance
• Conduct schedule simulations to provide advice regarding the impact of business strategies within contact centers.
• Create and maintain comprehensive WFM scheduling process documents.
• Ensure the Workforce Management (WFM) tool is up-to-date and properly utilized.
• Carry out additional tasks or special projects as assigned, related to the core operations of the business.
  
  

• Experience with real-time adherence and compliance reporting.
• Familiarity with staffing optimization strategies and industry best practices.
• Previous experience working with global teams and managing scheduling for partner sites/BPOs.
• Proven experience in workforce scheduling or workforce management in a contact center or similar environment.
• Strong understanding of scheduling software and WFM tools.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to manage multiple priorities and work under tight deadlines.
• Detail-oriented with strong organizational skills.
• Ability to anticipate staffing needs and make proactive adjustments.
• Strong problem-solving skills and the ability to think strategically.
• Ability to work independently and as part of a team.
  
  

• Hybrid setup, minimum 4 days onsite. As needed, daily office attendance.
• Home working conditions must be optimal for working, quiet room or area when working. Internet access at home to attend meetings.
• Must be available to work any shift any day
• Travel ready with valid passport. US Visa is a plus.
• Must be available to render shift on emergency situations.
  
  

Please refer to job description.