Workforce Scheduler

Job Description

As a workforce scheduler you are responsible for building and maintaining daily, weekly and monthly contact center schedules through the use of a workforce management system (Nice IEX) to ensure resource is correctly allocated to meet business demand. 

Responsibilities:

• Ensure the accurate and timely delivery of contact center resource schedules, based on capacity requirements for all business areas .
• Attend regular meetings with the business to present future schedule plans along with any recommendations to improve service. 
• Monitor contact center performance to ensure calls answered and service levels are maintained. 
• Analyze and report operational performance by identifying any issues and suggesting solutions to ensure continued exceptional customer service. 
• Produce weekly business interval heatmaps to project supply V demand, recommending improvements to cover any gaps .
• Produce regular and ad-hoc contact center reporting from a variety of sources as required to support the business. 
• Maintain and update heatmaps and reporting to highlight upcoming potential hotspots within supply V demand and service levels.  

Requirements:

• At least 2 years’ experience in a contact center scheduling .
• Experienced in using Nice IEX workforce Management system – Essential. 
• Experienced of scheduling within a large multiskilled contact center environment. 
• Strong analytical and problem solving skills. 
• A high level of statistical interpretation.  
• Highly competent in MS Excel. 
• Excellent verbal and strong interpersonal skills .
• Ability to work on own and within a team environment .
• Outstanding organization and time management skills .
• Able to work under pressure within a fast-paced environment .

Desirable Skills:

• Experience in Operation productive hours and omni channel modelling.

Interested candidates can apply online or email your CV to [email protected]