**Pearl Interactive Network** is seeking a detail-oriented and analytical **Workforce Management (WFM) Scheduler** to support our dynamic contact center operations.
**The Workforce Management Scheduler** (WMS) will analyze call volumes, forecast staffing requirements, and create effective schedules to ensure optimal coverage. The WFM Scheduler will consider various factors such as Average Handle Time (AHT), shrinkage, absenteeism, and seasonal trends to maintain service level agreements (SLAs) and operational efficiency. Additionally, the WFM Scheduler will assist in reviewing headcount and determining the frequency and number of Full-Time Equivalent (FTE) employees required for attrition classes.
**Operating Hours:** TBD
**Technical, Equipment, and Work-from-Home Requirements:**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset are provided.
**Essential Duties and Responsibilities:**
+ Analyze historical call volume data to predict future call volumes and staffing needs using WFM software and other analytical tools.
+ Develop and manage agent schedules that align with forecasted call volumes, ensuring adequate coverage to meet SLAs.
+ Incorporate factors such as Average Handle Time (AHT), shrinkage, absenteeism, breaks, training sessions, and other non-productive activities into scheduling plans.
+ Continuously monitor real-time adherence and make necessary adjustments to schedules to address any deviations or unexpected changes in call volume.
+ Assist in reviewing current headcount and staffing levels to determine the frequency and number of FTE employees required for attrition classes.
+ Work closely with call center management, team leads, and other stakeholders to communicate scheduling needs and address any staffing challenges.
+ Produce and distribute regular reports on scheduling accuracy, staffing levels, and adherence to management and relevant stakeholders.
+ Identify opportunities to improve scheduling processes and resource allocation to enhance overall efficiency and agent satisfaction.
+ Assist with other WFM activities such as long-term forecasting, capacity planning, and performance analysis as needed.
**Job Requirements:**
+ High school diploma or equivalent required; Bachelor's degree preferred.
+ Minimum of 2-3 years of experience in a call center environment, with a focus on workforce management, scheduling, or forecasting.
+ Proficiency in WFM software (e.g., NICE, Verint, Alvaria/Aspect) and strong Microsoft Excel skills.
+ Excellent analytical and quantitative skills, with the ability to interpret data and make data-driven decisions.
+ Strong verbal and written communication skills, with the ability to effectively convey information to various stakeholders.
+ Highly organized with strong attention to detail and the ability to manage multiple tasks and priorities in a fast-paced environment.
+ Proactive approach to identifying and resolving scheduling and staffing issues.
+ Knowledge of Average Handle Time (AHT) and its impact on staffing requirements and scheduling efficiency.
+ Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.
**Education and/or Work Experience Requirements:**
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Security/EQIP Clearance, Drug Screening, and Skills Assessments May Be Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**