The WFM Forecaster/Scheduler is responsible for developing accurate forecasts and efficient schedules to optimize staffing levels in a pharmaceutical call center. This role involves analyzing historical trends, call volume patterns, and business needs to create workforce plans that ensure service levels, productivity, and cost efficiency. The Forecaster/Scheduler collaborates with Operations, HR, and leadership to balance workload demand with agent availability while maintaining high-quality customer service.
Forecasting & Capacity Planning
Scheduling & Optimization
Performance & Data Analysis
Collaboration & Communication
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
PREFERRED EDUCATION AND EXPERIENCE:
KNOWLEDGE, SKILLS & ABILITIES:
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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