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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management processes, including scheduling, capacity planning, and compliance with labor laws. Proficient in using WFM tools and software to optimize employee schedules and improve operational efficiency.
Highest-signal resume keywords
Workforce Management ExperienceWFM Software ProficiencyIntermediate Excel SkillsKnowledge of Labor LawsAnalytical and Problem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Capacity PlanningScheduling ProcessData AnalysisForecastingWFM Tools UsageCall Center Metrics UnderstandingSOP ComplianceSchedule OptimizationRisk AnalysisPerformance Prioritization
Soft Skills
Collaboration SkillsAttention to DetailEffective Communication
Tools & Technologies
CMSEWFMAvayaGenesysNice IEXVerintMS OfficeWindows OSMac OS X
Industry Keywords
COPC MethodologyGDPRINFOSEC001HIPAAConduent Code of Business Conduct
About the role
Key responsibilities & impact- Produce optimal employee schedules using the workforce management platform
- Create net and gross requirements for workflows using capacity plans, forecast files, and WFM Planner documentation
- Deliver staffing projections based on transactions, productivity, and attainment goals
- Review and process operations requests for activities, time off, and schedule exceptions
- Create employee schedules using automated WFM tools
- Fine-tune automated schedules to minimize schedule deviation and inefficiency
- Ensure schedule requirements and special requests comply with labor laws and standard procedures
- Complete standard work instructions and agreed processes in compliance with COPC guidelines
- Hand schedules over to WFM Intraday Management
- Participate in schedule approach reviews and provide suggestions and solutions
- Maintain and update WFM tools according to account staffing goals and agent profiles
Requirements
What you’ll need- High School Diploma or GED, unless regionally different
- College degree with business or mathematics focus
- Previous contact center experience in a workforce management role, or equivalent scheduling experience in a production environment
- Effective operational proficiency in Business English and any other required languages
- Availability to work a flexible schedule, including evenings, weekends, and holidays, to support 24x7 operations
- Elementary knowledge of the complete WFM process, calculations, procedures, tools, and terminology
- Familiarity with COPC methodology is a plus
- Basic computer skills and elementary proficiency with MS Office and Windows/Mac OS X
- Intermediate Excel skills, including data entry/manipulation, formulas, charts, filtering/sorting, and pivot tables
- Knowledge of WFM systems and technical usage, including ACD and WFM software such as CMS, eWFM, Avaya, Genesys, Nice IEX, and Verint
- Strong collaboration skills and ability to host schedule review meetings and convey recommendations
- Basic analytical and problem-solving skills with attention to detail
- Ability to prioritize performance and results, conduct risk analysis, identify challenged areas, and ensure timely corrective actions
- Familiarity with local labor laws and scheduling standards
- Understanding of call center metrics and KPIs, including Calls Offered, Calls Handled, AHT, Abandon Rate, Shrinkage, Adherence, Conformance, and Schedule Attainment
- Knowledge of the WFM scheduling process and SOPs
- Data privacy and compliance knowledge, including GDPR, INFOSEC001, HIPPA, and the Conduent Code of Business Conduct
Benefits
Comp & perks- Ability to work at home or from an office location
- Flexible schedule, including evenings, weekends, and holidays
- Equal opportunity employment
- Reasonable accommodations for applicants with disabilities