What You’ll Be Doing

End-to-End Scheduling: Build, maintain, and optimize shift rosters across Live Chat,

Voice, Back Office, and Sales modalities to align agent availability with forecasted

volume.

Daily Leave Guidance: Calculate daily shrinkage allowances and provide operations

with exact daily caps for annual and emergency/casual leaves that can be approved

without breaching SLA targets.

Data & Excel Modeling: Leverage advanced Excel models to run scenario planning,

track schedule adherence/conformance, analyze absenteeism trends, and build capacity

models.

Cross-Functional Collaboration: Serve as the primary point of contact for Operations

Managers, Team Leads, and HR on all scheduling queries, shift bidding, and staffing

visibility.

Continuous Improvement: Regularly audit existing scheduling workflows, identify

bottlenecks or over-staffed intervals, and present optimization recommendations to

leadership

Requirements

What You’ll Need (Experience)

Proven WFM Track Record: At least 3–5 years of hands-on Workforce Management

experience, with at least 1–2 years in a supervisor or senior scheduling role.

Multi-Channel Expertise: Demonstrated experience scheduling for distinct modalities

simultaneously—understanding the different dynamics of real-time queues (Voice, Live

Chat) vs. asynchronous queues (Back Office, Sales leads).

Capacity & Shrinkage Modeling: Proven experience building data models that

calculate exact daily time-off allowances (annual and ad-hoc emergency leave) based on

forecasted workload.

Stakeholder Management: Experience partnering directly with Operations Managers

and Team Leads to advise on schedule changes, explain leave limits, and align on

operational policies diplomatically.