Workforce Scheduler

About the role

The Workforce Scheduler is responsible for centralized workforce planning and scheduling across supported sites, programs, and regions. The role translates forecasted demand, staffing requirements, and business constraints into optimized schedules while maintaining capacity, utilization, and service‑level performance.

Key responsibilities

• Prepare optimal shift schedules with breaks and generate rosters that minimize understaffing or overstaffing across multiple sites and time zones.
• Generate interval‑level staffing plans using forecasts, SLAs, capacity requirements and other business assumptions.
• Maintain interval‑level forecasts for transaction volume, AHT, shrinkage and staffing requirements with minimal variance to actual performance.
• Provide intraday and command‑center support by monitoring staffing and service‑level risks, identifying gaps and coordinating actions with Real‑Time and Operations teams.
• Plan and schedule team activities such as meetings, training and coaching while considering operational demand.
• Reconcile employee data between client and WFM systems to ensure accurate staffing and roster planning.

Required profile

• Strong analytical, problem‑solving and decision‑making skills with high attention to detail.
• Ability to work collaboratively with cross‑functional, regional and global stakeholders.
• Experience managing competing priorities across multiple programs, sites and time zones.
• Excellent communication and escalation management skills.

Required skills

• Experience with real‑time adherence, service level management and intraday workforce management.
• Familiarity with Calabrio and IEX (advantageous but not required).