WFM Scheduler - UK Financial Collections (Centris, QC)

Schedule: Shifting, UK time

Qualifications

• Bachelor's Degree
• 3 to 6 years scheduling experience.
• Voice contact center scheduling experience.
• Scheduling Tools (IEX, Verint, Genesys and Aspect etc.)
• Understanding for Occupancy, Utilization and SLA KPO's (SLA, AHT, ASA, Abandon etc.)
• FTE Calculation Methodology
• Workforce Optimization Software
• Advanced Excel

Responsibilities

• Use WFM tools and systems for scheduling, forecasting, performance monitoring, and reporting.
• Coordinate with Operations, WFM, and other stakeholders to address real-time staffing concerns.
• Provide timely updates and escalation of critical service-level or staffing issues.
• Support forecasting, capacity planning, and workforce-related activities when required.