TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Workforce Management Scheduler is responsible for the development and administration of staff schedules to meet service level commitments and operational goals. This role works closely with the WFM Supervisor and Operations leadership to ensure that staffing levels align with forecasted volume on a yearly, monthly, and daily basis. The WFM Scheduler analyzes historical data and call patterns to create effective schedules, manages discretionary time-off requests, and monitors real-time adherence to ensure the contact center is positioned to meet all client-agreed SLAs.

Description

• Support the Workforce Management function by creating and maintaining optimized staff schedules.

• Utilize workforce management software to translate volume forecasts into actionable staffing plans.

• Analyze historical call patterns and trends to ensure schedules maximize the effective allocation of resources.

• Generate and distribute schedules on a regular basis, ensuring coverage meets predicted interval requirements.

• Monitor KPIs and real-time adherence to drive immediate adjustments to staff schedules as needed.

• Facilitate WFM communications within Operations regarding schedule changes, shift bids, and staffing gaps.

• Assist in the production of business intelligence reports to compare scheduled performance against actual results.

• Coordinate with Training and Operations to schedule multi-skill training sessions and new hire onboarding without impacting service levels.

• Maintain the scheduling process for new hires and ensure communication standards regarding shift assignments are followed.

• Execute the proactive scheduling of discretionary activities including meetings, coaching, training, and overtime.

• Assist with intraday management procedures and the analysis of real-time workload requirements.

• Identify opportunities to maximize agent efficiency and occupancy while maintaining service objectives.

• Provide detailed reporting on employee performance metrics, specifically focusing on schedule adherence.

• Recognize and recommend improvements to scheduling philosophies and operational workflows.

• Perform other duties and assignments as directed.

Required Skills

• Strong attention to detail and a high level of accuracy

• Ability to prepare and present scheduling data clearly and within specified time frames

• Strong mathematical, analytical, communication, and organizational skills

• Effective communication skills for interacting with agents/interpreters and operational leadership

• Self-motivated with the ability to work independently in a high-profile environment

• Foundational knowledge of Workforce Management technologies and ACD software

Required Experience and Qualifications

• Three to five years of call center operations experience

• One year of Workforce Management Analyst experience

Desired skills and experience

• Current Scheduling and ACD software experience

• Strong analytical, organizational, and multi-tasking skills

• Microsoft Outlook, Excel and Word