WFM Scheduler

TL;DR

WFM Scheduler: Creating and optimizing contact center schedules based on forecast and actual trends with an accent on resource utilization and SLA achievement. Focus on managing multi-channel environments, intraday forecasting, and maintaining WFM platform integrity in a 24/7 shift setting.

Location: Must be based in Cape Town, South Africa

Company

hirify.global is a global Business Process Management leader providing operational excellence and domain expertise across various industry verticals.

What you will do

• Create and optimize schedules based on historical trends and business requirements.
• Manage intraday forecasting and perform DOW adjustments to ensure operational effectiveness.
• Support real-time teams to monitor call routing and achieve service level agreements.
• Oversee and maintain the WFM platform from a scheduling perspective.
• Identify and escalate call volume interruptions or system outages to business continuity leaders.
• Analyze historical trends and operational data to improve resource utilization.

Requirements

• Must be based in Cape Town, South Africa
• At least 6 years of workforce management experience with specialization in forecasting and scheduling.
• Expert level understanding of WFM principles such as Erlang C.
• Experience with telephony platforms like Avaya, Cisco, or Presence.
• Proficiency in WFM tools such as Totalview, Aspect, or Genesys.
• Ability to work in a 24/7 night shift environment.

Nice to have

• Power BI knowledge.
• Experience with project management software like MS Project.

Culture & Benefits

• Structured career path and professional development opportunities.
• Access to coaching and mentoring programs.
• Participation in the hirify.global Cares Foundation community initiatives.
• Culture of outperformance and employee engagement.