Workforce Management Scheduler
SamsaraCore Responsibilities
The role involves creating and optimizing weekly/monthly schedules for agents to meet service level targets while adhering to labor laws and managing time-off requests. Responsibilities also include administering shift bids/swaps and monitoring agent schedule adherence, reporting data for coaching opportunities.
Requirements
Minimum requirements include an Associate's or Bachelor's degree or equivalent experience, along with over two years of Workforce Management experience in a scheduling role within a contact center, preferably multi-site. Candidates must have experience with WFM Tools and a solid understanding of contact center terminology and KPIs, plus intermediate proficiency in Excel/Google Sheets.
Key Skills & Technologies
Additional Information
Experience Level
2-5
Job Language
English
Work Mode
Remote