Collect information for RTM
Collect relevant program information about KPIs/BTP (Expectations)
Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
Queue management (within the interval)
Monitor queue
Manage skills
Situation management
BCP situations: Downtime, System issues, etc.
Routing issues (client side)
Volume allocation (Load balancing client side
Long Description
Intraday management (throughout the day)
Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
Long Description
Schedule Adherence (Agent level)
Update shrinkage segments in WFM tool
Flagging agents out of adherence via Chat rooms/extns/radios
Reporting
Shrinkage reports
Skill/Account level Interval report
Agent level report
RCA report
Schedule adherence reports
Long Description
Work Experience
Previous call center experience required
Previous Work Force Management experience is amust
Languages
English B1+ - B2
Tools and Applications
Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
VBA macros an asset
Experience with IEX, CMS, Avaya, other WFM tools is an asset
About the Role
We are hiring a Workforce Scheduler responsible for building, maintaining, and optimizing agent schedules to ensure service levels are met across multiple call center programs. This role requires strong analytical skills, attention to detail, and the ability to work in a fast-paced BPO environment.
Key Responsibilities
1. Scheduling & Planning
Create and maintain agent schedules aligned with forecasted call volumes, shrinkage, and coverage requirements.
Ensure schedules meet business needs while staying fair and compliant with local labor laws.
Publish monthly/weekly schedules and communicate updates to Operations.
2. Real-Time Support & Adjustments
Monitor intraday performance and adjust schedules when needed (breaks, lunches, OT, VTO).
Coordinate with Operations and WFM teams to ensure maximum coverage during high-volume periods.
3. Shrinkage & Time-Off Management
Process PTO requests, shift swaps, and schedule exceptions.
Maintain accurate tracking of absenteeism, offline activities, coaching sessions, and training schedules.
4. Reporting & Data Tracking
Provide daily, weekly, and monthly reports on schedule adherence, staffing levels, and coverage gaps.
Highlight risks, gaps, and opportunities for optimization.
5. Optimization & Collaboration
Work closely with Forecasting, Real-Time Management, and Operations to improve staffing efficiency.
Recommend best practices for maximizing occupancy and achieving service-level goals.
Required Qualifications
1–3 years of experience in Workforce Management, preferably in scheduling for a call center/BPO.
Strong understanding of scheduling principles, staffing models, and call center KPIs (SL, AHT, Occupancy, Load, etc.).
Experience with WFM tools (e.g., IEX, NICE, Verint, or similar).
Strong Excel skills and high attention to detail.
English Level: B2 (required).
Strong communication and problem-solving abilities.
Ability to work under pressure and manage multiple programs.
Key Competencies
Analytical thinking
Accuracy & organization
Time management
Proactive communication
Fast learning
Ability to work in dynamic environments
