обновлено 1 месяц назад
WFM Scheduler
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
WFM Scheduler: Managing contact center resource scheduling and forecasting with an accent on Erlang C principles and real-time adherence. Focus on optimizing operational efficiency across multi-channel environments and maintaining system performance in a 24/7 setting.
Location: Cape Town, South Africa (Onsite)
Company
is a global Business Process Management leader providing operational excellence and domain expertise to over 400 clients across various industry verticals.
What you will do
- Create and optimize schedules based on forecast and actual trends.
- Support real-time teams to manage and achieve service level agreements.
- Oversee and maintain the WFM platform from a scheduling perspective.
- Identify call routing anomalies and system outages impacting performance.
- Perform intraday forecasting and day-of-week schedule adjustments.
- Escalate contact center interruptions to business continuity leaders.
Requirements
- 6+ years of workforce management experience with specialization in forecasting and scheduling.
- 2+ years of experience managing others.
- Expert-level understanding of WFM principles including Erlang C.
- Extensive experience in contact center environments across inbound, outbound, and non-voice channels.
- Proficiency with WFM tools such as Genesys, Aspect, or Blue Pumpkin.
- Must be available for a 24/7 night shift environment.
Nice to have
- Knowledge of Power BI.
- Experience with project management software like MS Project.
Culture & Benefits
- Structured career path and professional development programs.
- Access to coaching and mentoring.
- Opportunities to contribute to community initiatives through the Cares Foundation.
- Culture of outperformance and employee engagement.
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