Call Center Workforce Scheduler Job Description

October 15, 20110 Comments

Call Center Workforce scheduler Job Profile and Description

A call centre workforce scheduler supposed to ensure round the clock staffing, contact channels and contact types. They have the responsibility to utilize better the applications including incorporating the best practices based on the atmosphere and technical configuration. They act as primary contacts for software issues regarding e WFM and scheduling analysts along with conducting training on the e WFM system and departmental procedures for the WFP staff.

Duties and Responsibilities

There are a wide range of duties and responsibilities which are expected to be fulfilled by a call center work scheduler as follows:

  • A call center work office scheduler has to proactively recommend the training, Overtime, Voluntary off Time, based on the revision of scheduled global tests or IRP (Intraday reports on Performance).
  • He or she has to work with the various business units, QA.
  • He or she needs to provide the necessary training, and associate coaching to ensure the company’s commitment towards quality.
  • He or she has to monitor and check out the current processes of scheduling and staffing.
  • It will be needed to uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours.
  • He or she has to do the staffing of agents for each individual facility.
  • It will be needed to use aspect e WFM Schedule Software, weekly staffing creation for all business and appropriate type of contacts (calls, faxes, emails, chat).
  • He or she has to utilize the required staffing and call center schedules for determining required third party postings.
  • He or she has to ensure meeting operational commitments very well with the business clients.
  • It will be very necessary to ensure that the entries are accurate and consistent.
  • He or she has to use e WFM Segmentation properly and maintain the consistent and accurate shrinkage reports.
  • He or she has to prepare and maintain holiday patterns as well to ensure that holiday are effective covered by discussing with the Workforce Manager.

Skills and Specifications

The skills and specifications required in a person desiring to do the job of a call center job scheduler are as follows:

  • The person needs to have excellent and strong basic computer skills and knowledge that include proficiency in Excel and Word.
  • He or she must have exceptional analytical skills and should have proved his analytical skills in a previous call centre.
  • He or she needs to be a good communicator and so should have the skills.
  • It will be needed to have some previous working experience in the related sector.
  • The person should have thorough and deep knowledge of CMS (Call Center Reporting System).
  • He or she should be accustomed with fast and changing needs.

Education and Qualifications

There is not any specific qualification for the post of a call center work force scheduler.

  • A candidate should have minimum of a bachelor’s degree.
  • The person having additional qualifications will prove to be an added and distinct advantage for him or her.

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