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Global Lifestyle Workforce Scheduler

  • Anytown
  • R-93324
  • Operations Staff
  • Full Time
  • Added

Job Purpose

•          Responsible for generating agent work schedules for assigned groups, and backing up other schedulers as needed

•          Accountable for Schedule Efficiency metrics

•          Backup to the RTA Analysts to the call out line for multiple sites.

•          Analyze and approve short-range and long-range PTO request. 

•          Maintain group allowances, staffing tolerances, etc. in support of PTO processing

•          Coordinate with Operations Team to pre-schedule all training, meetings, associate lunches and breaks for multiple clients. 

•          Provide and update overtime recommendations on a proactive basis during the weekly meetings with the Operations Team.

•          Work with the Forecaster to discuss staffing adjustments, call volume trends, and other key call center metrics.

•          Support with monitoring real time adherence. 

•          Complete reporting various reporting requests.

•          Conduct New-Hire Training for Scheduler, Intra-day, and other key call center positions.

•          Other duties/projects as assigned

Primary Job Accountabilities/
Responsibilities

  •  Planning off-line activity for multiple clients/sites
  • Analyze and approve PTO request
  • Analysis of off-line activities and shrinkage
  • Assist in supporting call out line
  • Other duties/projects as assigned

Basic Qualifications Required - Experience, Skills, and Knowledge

  • Education: List the minimum level of education required in order for someone to perform this job)             
  • Previous Experience: List the minimum number of years and type of experience required to perform the essential functions of the job.  For example Customer Care Position:  1 year experience in a customer service function.
  • Knowledge and Skills: List the minimum level of knowledge & skills required for someone to perform the job

Other Requirements

  • Education (List alternatives; e.g.,    or AA plus 2 yrs experience in related work experience in addition to experience requirements.)
    • High School diploma or GED plus related work experience
  • Knowledge and Skills (List those items required to obtain or maintain position; e.g.,  required to maintain current license in Electronics.)
    • Advanced oral and written communication skills
    • Proficient analytical skills
    • Strong attention to detail
    • Knowledge of eWFM software or similar
    • Proficient knowledge of Microsoft Excel
    • Intermediate knowledge of all other Microsoft Office Products(Word, Power Point, etc.)
    • Flexibility/Team Player
    • Knowledge of CISCO and Avaya systems
    • Able to readily adapt to change
    • Proven ability to work in a fast pace environment
    • Able to work with limited supervision
    • Formal understanding of Workforce Management processes and “best practices”
  • Previous Experience (List years and type of experience.  Alternatives should be listed if applicable.)
    • 3 or more years call center experience

Preferred Experience, Skills, and Knowledge

  • Education : For example: If minimum requirement is AA the preferred could be a BA/BS
  • Knowledge and Skills: Additional relevant skillsets that would enable an indivdual to perform at a higher level
  • Previous Experience: F or example - Customer Care:  1 year  experince in a customer service function is the minimum requirement however 3+ years is the preferred.
  • Education (List alternatives; e.g.,    or AA plus 2 yrs experience in related work experience in addition to experience requirements.)
    • Some college education
  • Previous Experience (List years and type of experience.  Alternatives should be listed if applicable.)
    • Minimum of 6 months of Workforce Analyst (RTA) preferred

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