• Workforce Scheduler

  • Responsibilities

    As a Workforce Scheduler you will use analysis, time management, and problem solving skills to manage real time volume.  The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments.  Your primary goal will be to effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals.



    • Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals
    • Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
    • Make recommendations and help set priorities when planning and scheduling off phone activities
    • Establish and maintain communication channels to ensure scheduling and resources are met
    • Monitor queue and track inbound calls and other intraday reports
    • Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
    • Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
    • Process schedule event activities and adherence exceptions
    • Document work function processes and procedures
    • Produce reports from the workforce management system as requested
    • Ensure data integrity within WFM system


    • Bachelor’s degree or equivalent experience preferred
    • Minimum of 1 year in a call center environment
    • Ability to handle multiple tasks with competing priorities.
    • Strong mathematical and analytical skills
    • Exceptional organizational, critical thinking, and time management skills
    • Must be familiar with the following tools: Windows NT, Word, Access, PowerPoint, Excel (including knowledge of pivot tables)
    • Ability to manage multiple activities at one time in a high pressure environment
    • Excellent written and verbal communication skills
    • Familiar with Contact Center workforce management tools and theories


    Desired Skills:

    • 1+ years of previous experience in forecasting, monitoring and analysis of customer contacts in a fast paced call center real time environment.
    • Verint WFM system (strongly desired)


    TransPerfect Connect is the world's leading provider of device-independent remote interpreting services, including video interpretation and over the phone interpretation (OPI). Transperfect Connect is a division of TransPerfect, the world's largest privately held provider of language services and technology-enabled translation solutions to support global business. Founded in 1992, TransPerfect has over 3,500 employees and maintains offices in over 90 cities worldwide.




    About TransPerfect


    For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.


    With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.


    TransPerfect is an equal opportunity employer.


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