WFM Scheduler – Voice Process

Location: Bangalore, Hyderabad   •   Experience: Mid Level   •   Openings: 1
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Job description

Job Title: WFM Scheduler – Voice Process
Role Overview:
We are looking for a detail-oriented WFM Scheduler to manage workforce planning and scheduling for voice operations in an international contact center environment. The role involves creating efficient schedules, optimizing staffing, and ensuring service level targets are met.
 
Key Responsibilities:
  • Prepare and manage agent schedules based on forecasted volumes and staffing requirements
  • Perform intra-day monitoring and real-time adjustments to ensure SLA adherence
  • Optimize shrinkage, occupancy, and staffing levels
  • Coordinate with operations teams for schedule adherence and changes
  • Analyze trends and provide recommendations for schedule efficiency improvements
  • Maintain and update rosters, shift plans, and leave management
  • Ensure compliance with client requirements and business KPIs