Strategic WFM Scheduler & Forecasting Lead

ibex; West Virginia; On-site; USD 52,000 - 78,000; Full time

Job summary

ibex seeks a Workforce Scheduler to maintain staffing plans and rolling forecasts for multiple programs. You will develop schedules and rosters to meet client metrics while balancing internal productivity goals.

Responsibilities include trending call volume, AHT analysis, and 13-month weekly forecasting. Strong Excel skills and intraday management experience are essential to succeed in a fast-paced environment.

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).
• Demonstrated ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.

Responsibilities

• Maintain hiring plans and rolling forecasts for weekly staffing.
• Develop schedules and rosters to meet client metrics while balancing productivity.
• Forecast baseline call volume, AHT, and shrinkage for a 13-month rolling period weekly.
• Collaborate with client and internal teams to adjust plans as needed.
• Document assumptions and issues from meetings to ensure forecast accuracy.

Skills

Strong communication skills

Excellent analytical skills

Organizational skills

Time management

Ability to work on several projects

Education

Bachelor’s /Associate Degree (any field) or equivalent work experience

Tools

MS Excel

IEX

CMS

Job description

ibex seeks a Workforce Scheduler to maintain staffing plans and rolling forecasts for multiple programs. You will develop schedules and rosters to meet client metrics while balancing internal productivity goals.

Responsibilities include trending call volume, AHT analysis, and 13-month weekly forecasting. Strong Excel skills and intraday management experience are essential to succeed in a fast-paced environment.