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Workforce Management Scheduler
JOB SUMMARY The Workforce Management (WFM) Scheduler 1 is accountable for real-time monitoring of the Contact Center Specialists to ensure schedule adherence. Helps staff and management with issues related to schedule adherence, work assignments, and other duties to include daily staff requirements, vacation/holiday schedules and PTO bidding for the department. ESSENTIAL FUNCTIONS OF THE ROLE Monitors and manages the schedule adherence and productivity of the Contact Center Specialists.Monitors, examines and adjust, on a real-time basis, staffing of inbound call queues utilizing the current WFM tools. Provides optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.
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