WFM Scheduler – Voice Process

About the role

We are seeking a detail‑oriented Workforce Management (WFM) Scheduler to oversee scheduling for voice operations within an international contact centre. The role focuses on creating efficient agent rosters, optimizing staffing levels, and ensuring that service level agreements are consistently met.

Key responsibilities

• Prepare and manage agent schedules based on forecasted call volumes and staffing requirements.
• Perform intra‑day monitoring and make real‑time adjustments to maintain SLA adherence.
• Optimize shrinkage, occupancy, and overall staffing levels.
• Coordinate with operations teams to ensure schedule adherence and manage any changes.
• Analyze trends and provide recommendations for improving schedule efficiency.
• Maintain and update rosters, shift plans, and leave management records.
• Ensure compliance with client requirements and business key performance indicators.

Required profile

• Experience in workforce planning and scheduling for voice‑based contact centre environments.
• Ability to monitor real‑time performance and adjust schedules promptly.
• Strong analytical mindset for trend analysis and efficiency recommendations.

Required skills

• Workforce Management (WFM) tools and processes.