Workforce Planner

As a Workforce Management Scheduler, you will be responsible for creating and managing agent schedules, maintaining workforce data, developing short-term forecasts, and supporting workforce planning initiatives. This role plays a critical part in ensuring staffing levels align with forecasted demand and operational objectives.

Key Responsibilities

Agent Scheduling & Roster Management

• Create and publish optimized agent schedules (daily, weekly, and monthly)
• Manage schedule exceptions including leave requests, training, coaching sessions, and meetings
• Maintain and audit workforce data such as skills, availability, and contractual hours
• Communicate schedule updates and changes to agents and leadership teams

Short-Term Forecasting & Analysis

• Develop intraday and daily forecasts for volume, handle time, and staffing requirements
• Analyze fo...