WFM Scheduler: Strategic Forecasting & Intraday Planning

Overview

TheWorkforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trendi...