JOB SUMMARYThe Workforce Management (WFM) Scheduler 1 is responsible for real-time monitoring of the Contact Center Specialists to ensure schedule adherence. Assists staff and management with issues related to schedule adherence, work assignments, and other duties to include daily staff requirements, vacation/holiday schedules and PTO bidding for the department.ESSENTIAL FUNCTIONS OF THE ROLEMonitors and manages the schedule adherence and productivity of the Contact Center Specialists.Monitors, analyzes and adjust, on a real-time basis, staffing of inbound call queues utilizing the current WFM tools. Provides optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.Generates and e
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