Workforce Scheduler Job in Sitel Group

Summary of Primary Job Responsibilities:

• To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.

• To ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.

• To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.

• Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner

• Tracking Training batches and learning curve for New Hires including proficiencies

• WFM schedule optimization

• Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year

• Regular Schedule Adherence reporting for Operations

• Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate

• To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities

• Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role
• Perform other responsibilities as required and assigned

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

• 1-3 years of WFM experience with minimum 1 year as a Scheduler.
• Minimum Higher Secondary Education
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc.
• Generate best suitable work patterns and shift activities
• Generate schedules and track scheduling efficiency
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various Call Center Reporting Systems would be a plus.