
Schedule Manager
10 hours ago
Key Roles and Responsibilities
A scheduling professional will be accountable for the management of schedules and forecasts to guarantee resources are properly aligned with business requirements.
This individual's work ensures that operations continue smoothly while also promoting employee satisfaction through well-planned shifts. It is an ideal role for someone who combines analytical thinking with exceptional organizational skills.
The following key tasks are involved:
- Management of Schedules: Develop, maintain, and optimize staff schedules in line with forecasted workloads.
- Collaboration with Workforce Management Teams: Collaborate with workforce management teams to review forecasts and make adjustments proactively.
- Management of Schedule Changes: Handle schedule changes, shift swaps, and time-off requests while ensuring service coverage.
- Point of Contact: Serve as the primary point of contact for scheduling queries, conflicts, and adjustments.
- Compliance: Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling.
- Evaluation and Improvement: Continuously evaluate and improve scheduling processes for greater efficiency and accuracy.
Required Skills and Qualifications
- Experience: 2–5 years of experience working as a planning analyst or in a workforce scheduling/forecasting role within a call center.
- Knowledge: Strong knowledge of workforce planning, scheduling, and forecasting processes in a call center environment.
- Workforce Management Tools: Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
- Data Analysis and Reporting: Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools.
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