WFM -Scheduler

Purpose of the Role

The Workforce Management Officer ensures that the organization's workforce is accurately forecasted, efficiently scheduled, and effectively managed to meet operational demand while maintaining service quality, employee satisfaction, and cost efficiency. Serving as a key liaison between operations and workforce planning, this role ensures the right resources are available at the right time to support business continuity and performance.

Strict confidentiality is required in handling all data related to the company, clients, and end customers. Disclosure of information—verbally or in writing, internally or externally—is strictly prohibited.

Responsibilities

1. Activity Management & Communication

• Prepare and design activity forecasts to support operational planning.
• Collaborate with HR and Operations to validate leave requests and compile internal management data (absenteeism, leaves, training, etc.).
• Develop and maintain accurate schedules for production teams.
• Ensure proper configuration and utilization of scheduling tools and WFM systems.
• Comply with Group Sizing and Planning procedures while aligning with management strategy and legal/contractual frameworks.
• Maintain and update activity mappings and scheduling templates.
• Monitor and communicate planning efficiency indicators with relevant stakeholders.

2. Activity Analysis

• Analyze capacity and operational feasibility for handling activities.
• Conduct regular or ad-hoc planning studies and assessments.
• Evaluate situations, diagnose issues, build simulations, identify trends, and develop forecasts.
• Coordinate, schedule, and track workforce allocation based on production needs.
• Develop short- and medium-term production plans to support operational readiness.
• Optimize resources, workflow organization, and time allocation in line with strategy and regulatory constraints.
• Design dashboards and analytical tools, propose scenarios, and recommend actionable decisions.

3. Administrative Management

• Select, monitor, and analyze quantitative and qualitative data for workforce and production oversight.
• Create, implement, and interpret workforce-related indicators and reports.
• Translate data into coherent planning scenarios and operational recommendations.
• Maintain strong operational links with teams managing systems interfacing with planning tools (time management, HRIS, workflow systems, etc.).

Main Activities

In this role, the WFM Officer will:

• Develop optimized schedules to ensure adequate coverage and alignment with operational needs.
• Produce reports, summaries, and presentations highlighting workforce trends and insights.
• Demonstrate creativity and foresight in designing workforce plans and improving processes.
• Organize workload efficiently and manage time to meet deadlines and operational expectations.
• Ensure smooth communication and information flow across departments and systems.
• Analyze and synthesize data related to production, workforce performance, and HR indicators.
• Work closely with operational and functional teams while maintaining autonomy in planning tasks.
• Apply rigorous methodologies in sizing, planning, and operational processes.
• Participate in value analysis, cost monitoring, and operational rollout activities.

Job Profile

Professional Qualities

• Strong organizational, observational, and analytical skills.
• High attention to detail and results orientation.
• Initiative-driven with strong adaptability and responsiveness.
• Creative thinker with the ability to propose and defend recommendations.
• Able to collaborate effectively with managers and operational teams.
• Strong interpersonal and communication skills.
• Ability to work under pressure and adapt to fluctuating workloads.
• Proactive problem-solving mindset.

Skills

• Proficiency with WFM tools (e.g., NICE, Verint, Teleopti, Aspect).
• Strong data analysis and reporting skills (Excel, BI tools, statistical software).
• Understanding of BPO operations, SLAs, KPIs, and workforce metrics.
• Basic knowledge of labor laws and scheduling constraints.

Employment Variables

• Reports to:
  WFM Manager
• Employment Type:
  Full-time (office or hybrid, per HR policy)
• Shift Flexibility:
  Required—including support during peak hours and intraday adjustments
• KPIs:
  Forecast accuracy, schedule accuracy, and planning effectiveness