Workforce Scheduler

Job Description:

The Scheduler (L4) is responsible for creating and maintaining optimized schedules that align staffing with client demand, service level goals, and operational requirements. This role requires strong expertise in Genesys as the core workforce platform, with additional exposure to Aspect considered an advantage. The Scheduler will manage schedule builds, shift optimization, activity updates, and schedule change requests while partnering closely with Operations, Capacity Planning, and Real-Time teams to deliver staffing efficiency and business continuity.

Key Responsibilities

• Schedule Creation and Maintenance: Develop, publish, and maintain accurate schedules based on forecasted demand, staffing requirements, shrinkage assumptions, and business rules.


• SL Management: Ensure optimized staffing to support key client KPIs during resource allocation and scheduling exercises.

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