The Workforce Management (WFM) Scheduler is responsible for creating and implementing scheduling solutions utilizing Alvaria WFM, working to meet staffing demands across all departments and teams. The WFM Scheduler provides support to all internal customers including staff and management teams in a collaborative and supportive environment. This role will have ownership of the shift bidding process, schedule administration and changes, event planning, and other additional short term planning responsibilities as assigned.

Essential Duties and Responsibilities:

• Make decisions in a fast-paced environment to ensure that schedules are based on an accurate assessment of call center forecasts and available resources.
• Coordinate all schedule adjustments requested by the supported lines of business.
• Create weekly and monthly schedule efficiency reporting, measuring scheduled occupancy and schedule quality.
• Work with operations leaders to approve requests for future off-phone activities (training, coaching, special events) based on staff availability and business needs.
• Deliver weekly staffing plans to the assigned business segment via weekly meetings that detail performance expectations for the coming week.
• Collaborate with department leaders to ensure accurate staffing levels and to formulate efficiency strategies.
• Administer agent shift bids/realignments, Holiday and time off planning for identified lines of business.
• Identify and implement strategies to reduce or eliminate gaps in schedule coverage.
• Identify trends and uncover potential issues. Use this knowledge to develop recommendations.
• Adhere to attendance and punctuality standards as set forth in the employee handbook.

Minimum Qualifications (Education, Experience, Skills)

• 1+ years working as a Scheduling Analyst or Real Time Management Analyst in a multi-skill, multi-channel contact center.
• Problem-solving, analytical skills and the ability to balance multiple tasks simultaneously.
• Strong intellectual curiosity, and the ability to work both independently and as a team to provide solutions to complex problems.
• Must have experience with scheduling in a WFM platform (Alvaria preferred).
• Intermediate to expert level with Microsoft products (specifically Excel) preferred.