Workforce Scheduler

Onsite in Eastwood QC

Night Shift

Job Responsibilities:

• Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e., retraining, call backs) as well as forecasting and scheduling assumptions.
• Analyzes volume arrival and other pertinent patterns be gathering data from WFM tools.
• Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns.
• Addresses issued and discrepancies with the Clients own call arrival patterns against the accounts / programs actual arrival patterns for the site.
• Regularly monitors trends and flags any changes that may impact resource allocation.
• Recommends solutions to scheduling conflicts and / or special scheduling requests. Coordinate with Operations POCs for activities (i.e., phone, non-phone) that need to be rescheduled.
• Gathers, compiles, and processes all headcount reports, leave and schedule requests.
• Provides the program with realistic schedules based on current manpower resources and performance.
• Modifying templates, creating recommendations to address existing and probable forecasting issue
• Database management and monitoring of key historical data to improve service delivery
• Performs other duties assigned.

Requirements:

Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.

At least 2 year(s) of working experience in the related field is required for this position.

Preferably 1-4 years experienced with Workforce Management.

Strong organizational skills

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

Ability to communicate call center data/ forecasts

Ability to work independently with minimal supervision

Capability of problem solving

· Knowledgeable in using Blue Pumpkin software/ Calabrio software is a plus