Scheduler BR Workforce Management

Workforce Scheduler

The Workforce Scheduler is responsible for creating, maintaining, and optimizing staff schedules for a large call center of 12,000+ employees. This role ensures accurate scheduling to meet customer demand, achieve service level goals, and maintain compliance with labor agreements and company policies. The scheduler will collaborate with operations leaders and workforce management teams to balance efficiency, fairness, and employee satisfaction.

-Update and maintain Client IDPs

-Develop, publish, and maintain accurate employee schedules across multiple lines of business, shifts, and locations. Allocate shifts based on forecasted demand, staffing requirements, employee availability, and labor rules. Manage schedule changes, including shift swaps, time-off requests, overtime assignments, and exceptions. Ensure schedules comply with local labor laws, union agreements (if applicable), and company policies.

-Monitor intraday performance and collaborate with real-time analysts to make adjustments to schedules as needed. Respond quickly to unexpected call volume spikes, absenteeism, or system outages by adjusting breaks, lunches, or reassigning staff.

-Partner with operations leaders, supervisors, and workforce planners to align schedules with staffing plans and service goals. Serve as a point of contact for scheduling-related questions and concerns from employees and managers. Communicate scheduling policies, guidelines, and updates clearly to employees and stakeholders.

-Maintain scheduling data within workforce management systems (e.g., NICE IEX, Verint, Aspect). Track schedule adherence, time-off balances, and exception codes. Produce reports on scheduling accuracy, utilization, and adherence to identify trends and opportunities for improvement.

-High school diploma or equivalent required (Bachelor's degree preferred). 2–4 years of experience in workforce scheduling, call center operations, or workforce management. Experience working in large-scale call centers (5,000+ employees preferred).

-Proficiency in workforce management systems (e.g., NICE IEX, Verint, Aspect). Strong organizational skills with attention to detail and accuracy. Ability to balance operational needs with employee preferences fairly. Excellent communication and interpersonal skills. Strong problem-solving skills, with the ability to react quickly in a fast-paced environment. Intermediate to advanced Excel or reporting tool skills.

-Schedule accuracy and coverage percentage. Schedule adherence and shrinkage management. Overtime and under-time utilization. Employee satisfaction with scheduling processes. Service level consistency.