Workforce Scheduler

Workforce Scheduler

Timeline Optimization's mission is to help job seekers find attractive opportunities before they become widely advertised. We are not a staffing firm or agency. Timeline Optimization does not hire directly for these positions—we identify and validate them in real-time from actual employers.

Employer Industry: Hospitality and Vacation Ownership

Why Consider This Job Opportunity

• Opportunity for career advancement and growth within the organization
• Work in a dynamic and supportive environment focused on family travel
• Chance to contribute to the success of a well-loved brand in the hospitality industry
• Engage in meaningful work that strengthens family connections
• Collaborative team atmosphere that encourages creativity and relationship-building

What To Expect (Job Responsibilities)

• Create, edit, and modify schedules for multiple Marketing Call Center departments
• Use workforce management software to publish and maintain accurate resources for employees
• Communicate deficiencies in scheduling to supervisors and propose mitigation plans
• Monitor schedule adherence and call metrics in real-time
• Maintain excellent record-keeping of agent schedules for attendance and payroll compliance

What Is Required (Qualifications)

• High School diploma
• Minimum of two (2) years of experience with workforce management/planning
• Two (2) years of workforce scheduling or workforce management experience in a contact center or service-based environment
• Strong understanding of contact center metrics: service level, occupancy, shrinkage, adherence, AHT
• Advanced proficiency in Excel with the ability to manipulate and interpret large datasets

How To Stand Out (Preferred Qualifications)

• Experience participating in WFM system implementation or migration projects
• Understanding of forecasting methodologies and capacity planning principles
• Knowledge of labor compliance requirements affecting scheduling
• Direct experience using GENESYS WFM in The GENESYS Cloud CX (configuration, schedule generation, reporting)

Note: We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

Key skills/competency

• Workforce Scheduler
• Workforce Management
• Scheduling
• Contact Center Metrics
• Excel Proficiency
• Hospitality Industry
• GENESYS WFM
• Forecasting
• Capacity Planning
• Labor Compliance