Posted:1 month ago|
Platform:
Work from Office
Full Time
- 3+ years of WFM experience - Create and manage schedule, exception management, staffing augmentation, knowledge of IEX, daily weekly rule. Key Responsibilities: Create and manage daily, weekly, and monthly staff schedules in alignment with forecasted workloads. Maintain real-time and historical scheduling data for performance tracking and reporting. Adjust schedules based on call volume trends, absenteeism, and unplanned changes. Collaborate with operations to ensure adherence to schedules and staffing requirements. Support intraday schedule management by tracking exceptions, breaks, shift changes, and overtime. Optimize scheduling for cost-effectiveness, service levels, and employee satisfaction. Communicate schedule changes or requirements to agents and team leads. Coordinate with HR for PTO, leaves, and attrition updates to reflect accurate headcount planning. Ensure compliance with labor laws, company policies, and contract agreements in all schedules.
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