13mo ago

Workforce Management Scheduler

Kenya·Tatu Citymid

OperationsOtherManagement

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Quick Summary

Overview

The Workforce Management Scheduler is responsible for implementing workforce strategies to ensure proper operational staffing of the Call Center. As a Scheduler,

Technical Tools

OperationsOtherManagement

Responsibilities

~1 min read

→Bachelor’s Degree or equivalent relevant work experience
→At least one year of experience working in a 500+ seat omni-channel contact center as a forecasting or scheduling analyst, preferably using Genesys Cloud.
→Proven track record in implementing workforce strategies and plans.
→Understanding of workforce processes, including staff planning, workload distribution, and trend analysis
→Demonstrated ability to analyze data within limited timeframes and recommend alternatives
→Basic understanding of omni-channel communications platforms
→Proficient in Genesys Cloud CX and Microsoft Office (Word, Access, Excel, PowerPoint) and business applications, with working knowledge of computerized reservation systems
→Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management
→Strong organizational skills, with the ability to multitask and work under pressure to meet deadlines
→Ability to work in a fast-paced, dynamic environment with shifting priorities
→Proactive and self-motivated, able to work independently and collaboratively
→Availability to work variable shifts, Monday through Friday, with some weekends.