Founded in 1926, Gatestone is an industry leader providing exceptional outsourced Customer Contact Center and Business Process Outsourcing (BPO) solutions to the world’s most respected organizations. Our clients are some of the world’s most respected organizations, including Fortune 500 companies.
We are looking for diligent self-starters! Our ideal candidate is punctual, thorough, able to connect well with our customers, and driven to provide the best possible customer service.
The Role: Workforce Scheduler
Position Summary
The Workforce Scheduler is responsible for developing, maintaining, and optimizing staffing schedules to ensure the right resources are available at the right time to meet operational and client service level objectives. This role combines workforce scheduling expertise with real-time workforce management support, analyzing staffing requirements, monitoring intraday performance, and recommending adjustments to maximize efficiency and service delivery.
Key Responsibilities
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Create, publish, and manage agent schedules based on forecasted workload, staffing requirements, and business needs.
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Develop schedule plans that balance service level attainment, productivity, employee availability, and budget targets.
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Maintain schedule accuracy, including shift bids, time-off requests, schedule changes, and attendance adjustments.
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Monitor real-time performance against service level, occupancy, productivity, and staffing targets.
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Identify intraday staffing variances and implement corrective actions through schedule modifications and workforce redistribution.
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Partner with Operations, Workforce Management, and HR teams to align staffing plans with business objectives.
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Generate and analyze workforce reports to identify trends, risks, and opportunities for schedule optimization.
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Ensure workforce management processes comply with client requirements, labor regulations, and internal policies.
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Provide recommendations to improve scheduling strategies, staffing efficiency, and overall workforce utilization.
Qualifications
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Bachelor's degree preferred or equivalent workforce management experience in a BPO/contact center environment.
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At least 2 years of experience in Workforce Management, Scheduling, Real-Time Analysis, or a related role.
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Strong understanding of workforce management principles, service level management, and contact center operations.
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Proficiency in workforce management tools and Microsoft Excel.
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Strong analytical, problem-solving, and organizational skills.
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Excellent communication and stakeholder management abilities.
Key Success Measures
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Service Level Achievement
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Schedule Efficiency and Adherence
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Staffing Accuracy
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Occupancy and Utilization
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Intraday Performance Management
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Client and Operational Satisfaction
This role serves as the primary owner of workforce scheduling while providing real-time support to ensure staffing plans remain aligned with changing operational demands.
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