WFM Scheduler

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

Overview

The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. Their focus is to provide guidance on staffing levels needed by each program they support to achieve all client metrics while balancing internal productivity goals.

Responsibilities

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation.

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage.
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
• Document the details behind the data to ensure we are able to accurately forecast into the future.
• Know the business and the forecasted industry trends.
• Involve client in trending exercise.

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs).
• Review with Operations the full 13-month forecast at least once a month.
• During ramp or when targets are not being met a weekly or biweekly meeting is required.
• WFM to document all assumptions, concerns and issues discussed at meetings.
• During Hiring plan meetings the following items will be discussed:
• Program headcount to determine weekly production attrition rates
• Skill set assignment (on Multi Skilled programs)
• Hiring status of planned additional headcount
• Headcounts of ongoing training classes to determine training attrition rates
• Duration of Abay, on-phone time and status of Abay agents.
• Learning curve impacts (increase in AHT due to new hires)
• Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
• Operations to provide final approval on assumptions used.
• Forecast data will be fed into the hiring plan file.
• Resource Planner to provide Vacation/PTO allotments.
• Develops input to budget planning process.

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).
• Strong communication skills.
• Above average reporting skills.
• 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.