The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. Their focus is to provide guidance on staffing levels needed by each program they support to achieve all client metrics while balancing internal productivity goals.
ResponsibilitiesHistorical File:
- Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
- Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation.
Trending:
- Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage.
- Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
- Document the details behind the data to ensure we are able to accurately forecast into the future.
- Know the business and the forecasted industry trends.
- Involve client in trending exercise.
Forecasting:
- Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs).
- Review with Operations the full 13-month forecast at least once a month.
- During ramp or when targets are not being met a weekly or biweekly meeting is required.
- WFM to document all assumptions, concerns and issues discussed at meetings.
- During Hiring plan meetings the following items will be discussed:
- Program headcount to determine weekly production attrition rates
- Skill set assignment (on Multi Skilled programs)
- Hiring status of planned additional headcount
- Headcounts of ongoing training classes to determine training attrition rates
- Duration of Abay, on-phone time and status of Abay agents.
- Learning curve impacts (increase in AHT due to new hires)
- Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
- Operations to provide final approval on assumptions used.
- Forecast data will be fed into the hiring plan file.
- Resource Planner to provide Vacation/PTO allotments.
- Develops input to budget planning process.
- Bachelor’s /Associate Degree (any field) or equivalent work experience.
- At least 1 year experience specializing in Scheduling / Forecasting and Resource Planning in a call center environment.
- At least 1-year Intraday management experience.
- Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
- Knowledge in problem solving processes.
- Manual Scheduling (can create schedule from scratch).
- Strong communication skills.
- Above average reporting skills.
- Excellent analytical skills.
- Must possess effective organizational skills and time management skills.
- Ability to work on several projects simultaneously.
- Ability to come up with sound and accurate decisions in any given circumstance.
- Ability to exhibit professionalism.
- Demonstrated ability to work with a team.
- Demonstrated ability to communicate effectively and professionally with internal and external associates.
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Skills Required
- Bachelor's or associate degree in any field, or equivalent work experience
- At least 1 year of experience in scheduling, forecasting, and resource planning in a call center environment
- At least 1 year of intraday management experience
- Advanced knowledge of Microsoft Office, especially Microsoft Excel
- Knowledge of workforce management tools such as IEX and CMS
- Knowledge of problem-solving processes
- Ability to create manual schedules from scratch
- Strong communication skills
- Above-average reporting skills
- Excellent analytical skills
- Effective organizational and time management skills
- Ability to work on several projects simultaneously
- Ability to make sound and accurate decisions
- Professionalism
- Ability to work effectively with a team
- Ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision and meet multiple deadlines in a high-pressure environment
What We Do
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage, and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of 34 operations facilities around the world, while deploying next-generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics. ibex leverages its diverse global team of over 35,000 employees together with industry-leading technology, including its Wave X platform, to manage nearly 200 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn and Facebook.
