Responsibilities Responsible for Creating schedules based on forecast and actual trends. Create and maintain employee schedules, ensuring compliance with labor laws and company policies. Assign shifts, manage breaks, and optimize resource allocation. Support Real time teams to manage and achieve the SLAs Expert level understanding of Workforce management principles such as Erlang C etc. Extensive experience with short term forecasting and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels across Multi / Omni Channel environments. Experience with IEX, CMS, Avaya, Symposium, Genesys, Gen Cloud, Building Schedules using WFM software and Erlang C calculators Sound knowledge of RTA management and effectiveness of scheduling Familiarity in activities related to: Intraday forecasting and DOW adjustments of schedules. Manages large scale scheduling based on WFM tolls or Erlang C Calculators Handle and optimize existing schedules based on Actual trends Study Historical trends, business changes, Operational effectiveness Identify call routing anomalies using real time monitoring applications. Oversees and maintains the Workforce Management (WFM) Platform / System from Scheduling perspective

Required Qualifications Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is required

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