Agent Scheduling & Roster Management

Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team. Manage and process all schedule exceptions, including time‑off requests, training, coaching, team meetings, and other off‑phone activities, ensuring minimal impact on service levels. Maintain and audit employee data (e.g., skills, availability, contractual hours) outside and within the WFM software to ensure accurate scheduling output. Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.

Short‑Term Forecasting & Analysis

Develop intraday and daily volume, handle time, and staffing forecasts using historical data, recent trends, and input from operational stakeholders. Identify and analyze deviations between actual results and the short‑term forecast, making rec...