Workforce Management Scheduler

• Manage the workforce management forecasting and scheduling software to create effective employee work schedules.
• Prepare and analyze agent schedules to meet service level requirements while adhering to work rules and legal constraints.
• Use Genesys Workforce Optimization and Engagement software along with ACD reporting tools to assess forecast accuracy, staffing needs, and service levels.
• Publish schedules within required timeframes and optimize daily breaks and lunches.
• Evaluate and respond to schedule change requests appropriately.
• Interpret operational trends and recommend changes to management.
• Identify scheduling gaps and suggest or schedule additional agents as needed.
• Analyze and report on shrinkage, agent trends, and attrition.
• Monitor daily service levels and productivity, adjusting schedules when necessary.
• Deliver reports and respond to inquiries promptly.
• Handle shift bids, review paid time off requests, resolve escalated scheduling issues, and assist in training development on workforce processes.

• Bachelor's Degree or equivalent relevant work experience.
• Minimum of one year experience as a forecasting or scheduling analyst in a contact center with over 500 seats, preferably using Genesys Cloud.
• Proven experience implementing workforce strategies and plans.
• Knowledge of workforce processes including staff planning, workload distribution, and trend analysis.
• Ability to analyze data quickly and recommend alternatives.
• Basic understanding of omni-channel communications platforms.
• Proficiency in Genesys Cloud CX and Microsoft Office (Word, Access, Excel, PowerPoint), and familiarity with computerized reservation systems.
• Excellent verbal and written communication skills for interacting with customers, employees, and management.
• Strong organisational skills with the ability to multitask and meet deadlines under pressure.
• Capable of working both independently and as part of a team in a fast-changing environment.
• Willingness to work variable shifts Monday to Friday, with some weekends.

Apply through the employer's official contact. The employer has not published a closing date.