
Workforce Management Regional Scheduling Coordinator
4 days ago
The Regional Scheduling Lead plays a pivotal role in the Workforce Management (WFM) team, overseeing 5-8 schedulers across multiple countries. This position involves creating efficient and accurate schedules that balance operational goals.
Key Responsibilities:
- Collaborate with the Global Scheduling Lead to ensure alignment across functions and serve as a key escalation point for complex challenges.
- Develop and refine scheduling practices, create mid-term forecast models, and generate actionable insights from data.
- Streamline processes, drive automation, and foster continuous improvement to optimize scheduling accuracy and enhance service levels.
Key Objectives:
- Optimize service delivery for customers worldwide by working closely with countries and Regional counterparts.
- Grow and develop the team by supporting their career growth through the WFM Career map.
- Establish the scheduling strategy for the next quarter and collaborate with internal and outsourced teams to deliver it.
- Design scalable scheduling routines, identify replication opportunities for global consistency.
- Analyze forecasts to make adjustments using expertise and optimize coverage to meet SLAs, efficiency goals, and resolution times.
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices.
- Drive accountability for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times).
- Co-own quarterly OKR target-setting with fellow leads.
- Develop smaller-scale forecasts to support exceptional events such as incidents.
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