Workforce Management Scheduler

Role overview

The Workforce Management Scheduler supports call center operations by building and maintaining staffing plans that keep coverage aligned with demand. This role focuses on forecasting staffing needs, creating and adjusting schedules, assigning activities at the right times, and resolving coverage concerns before they affect service delivery. The position also involves preparing performance reports on forecasting, scheduling, service levels, and agent performance for Contact Center Management.

Key responsibilities

• Administer the workforce management forecasting and scheduling platform and produce accurate employee schedules.
• Review and interpret agent schedules to make sure service level targets are met while staying within work rules, legal requirements, and other operational limits.
• Work with Genesys Workforce Optimization and Engagement tools, along with ACD reporting, to assess forecast accuracy, staffing needs, schedule quality, and actual service and staffing results.
• Release schedules within the expected timelines.
• Plan and fine-tune daily break and lunch coverage.
• Assess schedule change requests and handle them appropriately.
• Spot operational patterns and advise management on practical improvements.
• Review departments for coverage gaps and recommend or arrange additional staffing where needed.
• Track and report shrinkage, agent behavior trends, and attrition.
• Watch service levels and productivity each day and modify schedules when necessary.
• Prepare reports and answer requests promptly.
• Oversee shift bidding, review PTO allocations and requests, resolve escalated scheduling issues, and support training content related to workforce processes.

Requirements

• A bachelor’s degree or an equivalent mix of education and relevant work experience.
• At least 1 year of experience in a 500+ seat omni-channel contact center in a forecasting or scheduling analyst role, with Genesys Cloud preferred.
• A proven history of putting workforce planning strategies into practice.
• Solid knowledge of workforce operations such as staffing plans, workload distribution, and trend analysis.
• The ability to analyze information quickly and recommend suitable alternatives under time constraints.
• Working knowledge of omni-channel communication platforms.
• Hands-on capability with Genesys Cloud CX and Microsoft Office tools, including Word, Access, Excel, and PowerPoint, plus general business applications and computerized reservation systems.
• Strong verbal and written communication skills for effective interaction with customers, employees, and managers.
• Good organization, multitasking ability, and composure under pressure to meet deadlines.
• Comfort working in a fast-moving environment where priorities can change frequently.
• A proactive, self-directed mindset with the ability to work both independently and as part of a team.
• Availability to work variable shifts from Monday to Friday, with some weekends included.

Additional information

This is a full-time onsite position based in Tatu City, Kiambu, Kenya. The role is centered on maintaining effective call center coverage and supporting operational decisions through scheduling analysis and reporting.