Senior Scheduler

This is a fully remote position, open to applicants in India.

📋 Description

• Accountable for assisting in workforce scheduling and planning efforts for Gainwell's Customer Experience (CX) operations.

• Tasked with evaluating schedules and results against tactical forecasts to enhance schedule efficiency.

• Create and uphold workforce schedules that synchronize staffing capacity with anticipated demand across both front-office and back-office CX operations.

• Collaborate with CX Operations and Capacity Planning teams to convert staffing plans and forecasts into actionable schedules.

• Assist in schedule optimization, shift modifications, and coverage planning to ensure alignment with service-level goals.

• Oversee workforce data and scheduling performance to pinpoint areas for improved workforce utilization and operational effectiveness.

⛳️ Requirements

• Bachelor's degree or a comparable blend of education and experience.

• At least 4 years of workforce management experience within inbound contact center operations.

• Proven experience in workforce scheduling or management roles within a contact center setting.

• Excellent analytical and critical-thinking abilities with the capacity to interpret operational data and convert insights into workforce planning initiatives.

• Familiarity with workforce management tools such as Verint WFM is preferred; knowledge of NICE IEX could be beneficial during the transition.

• Capability to juggle multiple priorities in a dynamic operational setting.

🏝️ Benefits

• Regular collaboration with CX Operations, Capacity Planning, Workforce Management leadership, and vendor partners.