Forecasting & Scheduling Specialist – Call Center

ibex; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

ibex is seeking a Workforce Scheduler to maintain hiring plans and rolling forecasts, and to generate weekly schedules and rosters. You will guide staffing levels to meet client metrics while balancing internal productivity goals.

Responsibilities include data trending, intraday scheduling, and collaboration with cross-functional teams to document assumptions and budget inputs. A Bachelor’s or Associate degree and at least 1 year in scheduling/forecasting in a call center are required.

Qualifications

• Bachelor’s /Associate Degree (any field) or equivalent work experience.
• At least 1 year experience specializing in Scheduling / Forecasting and Resource Planning in a call center environment.
• At least 1-year Intraday management experience.
• Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
• Knowledge in problem solving processes.
• Manual Scheduling (can create schedule from scratch).
• Excellent analytical skills.
• Must possess effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to come up with sound and accurate decisions in any given circumstance.
• Ability to exhibit professionalism.
• Demonstrated ability to work with a team.
• Demonstrated ability to communicate effectively and professionally with internal and external associates.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Responsibilities

• Maintain the hiring plans and rolling forecasts on a weekly basis.
• Generate schedules and rosters to support client metrics while balancing internal productivity goals.
• Provide guidance on staffing levels needed by each program supported.
• Collaborate with program teams to discuss attrition, scheduling impacts and training requirements.
• Document assumptions and discussions from meetings for forecasting and budgeting.

Skills

Analytical skills

Organizational skills

Time management

Multi-tasking

Decision making

Team collaboration

Independent work

Communication

Problem solving

Education

Bachelor’s / Associate Degree

Tools

MS Excel

IEX

CMS

Job description

ibex is seeking a Workforce Scheduler to maintain hiring plans and rolling forecasts, and to generate weekly schedules and rosters. You will guide staffing levels to meet client metrics while balancing internal productivity goals.

Responsibilities include data trending, intraday scheduling, and collaboration with cross-functional teams to document assumptions and budget inputs. A Bachelor’s or Associate degree and at least 1 year in scheduling/forecasting in a call center are required.