Schedule Build and Optimisation

• Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns, break/lunch placement, and skill-based assignment.

• Process and reconcile time-off requests, balancing entitlements against coverage requirements.

• Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.

• Manage shift bidding/preference processes and publish final schedules to agents and supervisors.

• Support scenario modelling for known volume events (campaigns, price changes, seasonal peaks) by building draft schedules against each scenario.

• Maintain schedule accuracy records and support forecast-to-schedule variance reporting.

• Coordinate with Real-Time Analysts on planned schedule adjustments (e.g., pre-approved overtime/VTO windows) ahead of anticipated peaks.

Real-Time Management Support

• As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.

• Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX, and flag coverage gaps early.

• Make intraday schedule changes such as moving breaks, lunches, and off-phone activities, and action overtime or VTO within agreed rules.

• Communicate intraday coverage risks and actions to vendor WFM teams and supervisors so that all vendors respond in a coordinated way.

Genesys Cloud CX Scheduling

• Schedule generation: Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management, using the agreed management units, planning groups, and service goal templates.

• Scheduling configuration: Maintain activity codes, work plans, shift templates, work plan rotations, and time off plans and limits in line with the change control process owned by the Workforce Manager.

• Bidding and time off: Run work plan bids and manage time off requests and limits within Genesys so that entitlements and coverage stay in balance.

• Skills and routing: Check that agent skills, languages, and queue memberships in Genesys match the schedule so that skill-based coverage is accurate.

• Data accuracy: Audit scheduling data held in Genesys regularly, including agent profiles, contracted hours, and work plan assignments, to keep schedules accurate and reportable.

Multi-Vendor Alignment

• Apply the common WFM as a Service scheduling standards, definitions, and rules to every in-scope vendor so that schedules are consistent and comparable.

• Work with vendor WFM teams on schedule inputs, time off, and planned changes, and flag where a vendor’s schedule puts client targets at risk.

• Help rebalance scheduled coverage across vendors where one vendor is under or over staffed against its share of forecast demand.

• Provide scheduling data for vendor performance reviews, including schedule accuracy, coverage against requirement, and time off impact.

Collaboration and Reporting

• Liaise with Operations Managers on the most effective use of resources, and raise issues affecting the ability to deliver service through the appropriate escalation channels.

• Extract, format, and present scheduling information for internal and client stakeholders.

• Communicate solutions, successes, and improvement opportunities to the Workforce Manager.

• Practise and ensure compliance with all organisation, client, and labour law policies and procedures.

• Perform other duties as assigned.

Join the A-Team and experience the A-Life!