WFM Forecaster and Scheduler

Job Description Summary

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The Workforce Management Forecasting & Scheduler will be responsible for monitoring contact center

workload and scheduling functions, analyzing patterns such as volumes, trends, attrition rates, and

representative productivity. Utilizing these analyses, the role forecasts both long-term and short-term contact

center workloads and develops optimized scheduling plans to meet business objectives and service level goals.

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How will you make an impact & Requirements

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Develop and maintain both long-term and short-term call volume forecasts across multiple business units. This involves analyzing historical data, identifying trends, and understanding business drivers to enhance forecast accuracy.

• Conduct thorough analysis of historical data and collaborate with stakeholders to incorporate factors such as growth, acquisitions, seasonality, and other variables into forecasting models. This ensures that forecasts are comprehensive and reflective of business dynamics.
• Create and manage agent schedules that align with forecasted demand, optimizing efficiency and service level targets. Adjust schedules in real-time or near-time based on intraday performance and staffing needs to maintain operational effectiveness.
• Work closely with operations and HR teams to coordinate shift bids, plan for paid time off (PTO), and ensure schedule adherence. This collaboration is crucial for maintaining a well-functioning workforce.
• Generate and distribute regular performance reports that include metrics such as forecast accuracy, schedule adherence, and staffing levels. These reports provide insights into operational performance and areas for improvement.
• Identify opportunities for process improvements and automation within Workforce Management (WFM) practices to enhance efficiency and reduce manual workload.
• Support workforce planning initiatives and capacity modeling to ensure that staffing levels meet business needs and service level objectives.
• Utilize Workforce Management (WFM) and Contact Center as a Service (CCaaS) platforms for effective forecasting, scheduling, and reporting. Leverage advanced Microsoft Excel skills for data analysis, modeling, and visualization to support decision-making.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in business administration, Statistics, Mathematics, Operations Management, or a related field. An associate degree with 4+ years of experience in a call center workforce management role.
• Proven experience in a call center workforce management role, with a strong track record of success.
• Proficiency in Workforce Management (WFM) tools such as NICE IEX, Verint, or Genesys WFM. Hands-on experience with Contact Center as a Service (CCaaS) platforms like Five9, Talkdesk, or Genesys Cloud.
• Strong analytical, problem-solving, and organizational skills, with the ability to interpret complex data and make informed decisions.
• Excellent communication and collaboration abilities, capable of working effectively with diverse teams and stakeholders.
• Experience supporting multiple business units or lines of business, demonstrating versatility and adaptability (preferred).
• Experience working in the healthcare industry, with an understanding of its unique challenges and requirements (preferred).
• Knowledge of call center key performance indicators (KPIs) and operational metrics, with the ability to apply this knowledge to improve performance (preferred).
• Advanced Microsoft Excel skills, including the ability to utilize pivot tables, VLOOKUP, and Power Query for data analysis and reporting (preferred).
• Strong understanding of call center dynamics, including the ability to analyze patterns and trends to forecast workloads and develop effective scheduling plans (preferred).
• Experience in maintaining and adjusting staffing schedule assignments to ensure alignment with key performance indicators (KPIs), optimizing efficiency and service levels.
• Ability to work independently in a fast-paced, cross-functional environment.