Position: Workforce Management Scheduler Description

The Workforce Management Scheduler is responsible for implementing workforce strategies to ensure the proper operational staffing of the Sales Center. As a Scheduler you will provide performance reports related to forecasting, scheduling, service level and agent performance to Contact Center Management. Other responsibilities include but are not limited to overseeing shift-bids, reviewing PTO requests, resolving escalated schedule related issues, and assisting with building trainings on workforce processes.

Primary responsibility is to ensure your teams are:

• Responsibilities for managing the WFM forecasting/scheduling software system and providing effective employee work schedules
• Prepares and analyzes agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints
• Uses the Genesys Workforce Optimization and Engagement software and ACD reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels
• Ensures schedules are published within acceptable time frames
• Optimize scheduled breaks and lunches daily
• Analyzes requests for alterations to the schedule and responds appropriately
• Interprets trends and recommends operational changes as necessary to management
• Evaluates departments to identify scheduling gaps/ recommend/ schedule additional agents if needed
• Monitors daily service levels and productivity, adjusts schedules as necessary
• Delivers reporting and responding to inquiries in a timely manner

Skills & Experience

• At least one year of experience in a contact center working as a forecasting or scheduling analyst for a 500+ seat omni-channel contact center, preferably using the Genesys Cloud
• Implementing workforce strategies and plans with a proven track record of success.
• Understands the workforce process including staff planning, workload distribution, and trend analysis
• Demonstrated ability to analyze data within limited time frames and recommend alternatives
• Basic understanding of omni-channel communications platforms
• Proficient use of Genesys Cloud CX and Microsoft Office (Word, Access, Excel, Power Point) as well as computer business applications with working knowledge of computerized reservations systems.
• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Ability to work in a fast paced dynamic environment with shifting priorities.
• Must be proactive and self-motivating with the ability to work independently and collaboratively.

Qualifications

• Bachelor’s Degree or equivalent in relevant work experience
• Minimum of 1 year of experience with the Genesys Purecloud Workforce Management application

Requirements

• Availability to work variable shifts, Monday through Friday with some weekends. Some travel required.

Compensation & Benefits:

• Excellent Medical/Dental/Vision benefits
• 401k with company annual match
• Transportation reimbursement
• Paid training
• Paid vacation
• Paid holidays
• Travel and cruise rewards
• Discounted theater, theme park and movie tickets
• Employee wellness program
• Gym membership

About Viking Cruises

Viking was established in 1997 with the purchase of four ships in Russia and is now the leader in river and small ship ocean cruising. Designed for discerning travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “The Thinking Person’s Cruise®” as an alternative to mainstream cruises. Viking currently operates a fleet of more than 70 state-of-the-art river ships and an innovative ocean fleet offering destination-focused scenic cruising on rivers and oceans around the world. Viking has plans to grow its fleet of 930-guest ocean cruise ships to become the largest small ship ocean cruise line.

Among its industry accolades, Viking was rated the #1 ocean cruise line in Travel + Leisure’s World’s Best Awards in 2016, 2017 and 2018 and was also voted the #1 River Cruise Line by Condé Nast Traveler in their 2018 Readers’ Choice Awards. Additionally, Viking received 11 first place awards in the 9th annual Cruise Critic 2019 Cruisers’ Choice Awards, including “Best Overall” Small Mid-Size Ocean Ship and “Best River Cruise Line.” The Cruisers’ Choice Awards name the best cruise ships in the world, based solely on ratings submitted with member reviews published on the Cruise Critic website. For additional information, visit www.vikingcruises.com.