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WFM Scheduler
at MTS in Toronto, Canada
Accountability/Position Summary
The WFMSS Scheduler will support various contact centre lines of business within Allstream. This position will be responsible for determining skill/queue based staffing needs and setting forward all contact centre agent schedules. The scheduler will use Aspect eWFM 7.2 software to forecast resource requirements, create staffing scenarios, and incorporate offline requirements to meet service level goals. The scheduler must analyze and balance workload effectively, keep track of all commitments, report on their status, as well as prioritize activities to meet or exceed the WFMSS department’s quality and delivery expectations.
The WFMSS department expects to grow over the next 12 months as the number of clients supported by the shared service model ramps up.
Key Responsibilities
• Prepare and analyse agent schedules in order to meet service level requirements in the most efficient manner possible within defined scheduling guidelines, including the build of forecasts.
• Lead weekly review of scheduling IDP’s (Schedules Vs Required - Nets)
• Process requests for shift trades, paid / unpaid time off and respond appropriately with information and approvals
• Liaise with Capacity Planning and Intra Day colleagues to ensure forecast inputs maintain the highest degree of accuracy leading into and out of the schedule planning cycle.
Specific Functional/Technical Knowledge and Skills
• Comprehension of contact centre planning methodologies and operating principles, including capacity planning practices and application software tools such as Aspect eWFM or other related industry platforms, tools and technologies such as IVR’s, ACD’s, email or Ticketing Systems.
Other Skills/Competencies/Attributes
• In-depth knowledge of contact centre businesses (calls, email or ticketing) or previous equivalent experience in the contact centre or like industry working as a scheduler / workforce analyst
• University/college graduation or equivalent work experience
• 3 years reporting experience
• 5 years tscheduling experience
• Advanced PC skills with expertise in the use of Microsoft Office
• Excellent interpersonal communication skills to work effectively and professionally with staff and management.
• Strong customer service skills, including conflict resolution, sense of urgency and negotiation skills
• Demonstrated organization and planning skills
• Demonstrated experience preparing concise reports as requested by staff and management
• Sound judgment in exercising confidentiality and discretion
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.
The WFMSS Scheduler will support various contact centre lines of business within Allstream. This position will be responsible for determining skill/queue based staffing needs and setting forward all contact centre agent schedules. The scheduler will use Aspect eWFM 7.2 software to forecast resource requirements, create staffing scenarios, and incorporate offline requirements to meet service level goals. The scheduler must analyze and balance workload effectively, keep track of all commitments, report on their status, as well as prioritize activities to meet or exceed the WFMSS department’s quality and delivery expectations.
The WFMSS department expects to grow over the next 12 months as the number of clients supported by the shared service model ramps up.
Key Responsibilities
• Prepare and analyse agent schedules in order to meet service level requirements in the most efficient manner possible within defined scheduling guidelines, including the build of forecasts.
• Lead weekly review of scheduling IDP’s (Schedules Vs Required - Nets)
• Process requests for shift trades, paid / unpaid time off and respond appropriately with information and approvals
• Liaise with Capacity Planning and Intra Day colleagues to ensure forecast inputs maintain the highest degree of accuracy leading into and out of the schedule planning cycle.
Specific Functional/Technical Knowledge and Skills
• Comprehension of contact centre planning methodologies and operating principles, including capacity planning practices and application software tools such as Aspect eWFM or other related industry platforms, tools and technologies such as IVR’s, ACD’s, email or Ticketing Systems.
Other Skills/Competencies/Attributes
• In-depth knowledge of contact centre businesses (calls, email or ticketing) or previous equivalent experience in the contact centre or like industry working as a scheduler / workforce analyst
• University/college graduation or equivalent work experience
• 3 years reporting experience
• 5 years tscheduling experience
• Advanced PC skills with expertise in the use of Microsoft Office
• Excellent interpersonal communication skills to work effectively and professionally with staff and management.
• Strong customer service skills, including conflict resolution, sense of urgency and negotiation skills
• Demonstrated organization and planning skills
• Demonstrated experience preparing concise reports as requested by staff and management
• Sound judgment in exercising confidentiality and discretion
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.
Published at 27-07-2010
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Viewed: 1 times