WFM Scheduling Consultant

Job Summary

A company is looking for a Consultant, WFM Scheduling & Real-Time.

Key Responsibilities

• Lead the creation and optimization of contact center representative schedules based on forecasts and staffing targets
• Manage complex shift bids and preference-based scheduling models across multiple sites
• Evaluate scheduling effectiveness and provide insights to improve staffing alignment and service delivery

Required Qualifications

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
• 3 - 5+ years of experience in a contact center with a focus on workforce management and scheduling strategy
• Deep expertise in WFM platforms (e.g., Verint, NICE WFM) for advanced schedule modeling
• High-level proficiency in Excel and experience with analytics tools (e.g., Tableau)
• Experience in providing guidance and training to team members across the scheduling process