Workforce Scheduler – BPO Operations (VXI Egypt)
Position Summary
The Workforce Scheduler is responsible for creating and maintaining optimized staff schedules to ensure alignment with forecasted workload and achievement of service level targets. This role plays a key part in balancing operational efficiency, agent productivity, and client requirements within a fast-paced BPO environment.
Key Responsibilities
- Prepare and maintain daily, weekly, and monthly schedules based on forecasted volumes and staffing requirements
- Ensure optimal staffing coverage to meet SLA, service level, and occupancy targets
- Manage and update schedules to reflect shrinkage, leaves, training, and unplanned absences
- Monitor schedule adherence and coordinate with Real-Time Analysts (RTA) and Operations teams
- Perform schedule adjustments and reforecasting based on real-time changes in volume and performance
- Analyze scheduling efficiency and recommend improvements to maximize utilization and minimize over/understaffing
- Collaborate with WFM, Operations, and HR teams to ensure alignment on staffing plans
- Maintain accurate scheduling data and documentation within WFM tools and systems
Key Performance Indicators (KPIs)
- Schedule Adherence (ADH)
- Service Level Achievement
- Occupancy / Utilization
- Shrinkage Management
- Forecast vs Actual Variance
Requirements
- Minimum 1 year of experience in WFM / Scheduling / RTA within a BPO environment
- Strong understanding of WFM concepts (forecasting, scheduling, shrinkage, occupancy)
- Proficiency in Excel (formulas, pivot tables, basic analysis)
- Experience with WFM tools (e.g., IEX, NICE, Verint, or similar) is preferred
- Strong analytical and problem-solving skills
- Good communication and stakeholder management abilities
- Ability to work in a fast-paced, shifting environment
Preferred Qualifications
- Experience in multi-skill or multi-line scheduling
- Exposure to US accounts or international operations
- Basic knowledge of Power BI or reporting tools is a plus
Work Environment
- Dynamic, performance-driven BPO / Contact Center environment
- Rotational shifts may be required
