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Workforce (WFM) Scheduler

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Workforce (WFM) Scheduler

Are you someone who wants an opportunity to have a huge impact with a growing company?  Team collaboration is at the core of what makes us successful. Join us as a trusted business partner and help us continue on our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business. 

Our goal at FCR is to support our people and make sure your customer service experience with us is fun and rewarding!  Our call centers have a culture where you can be yourself and focus on giving customers the best experience possible.  We believe if we take care of you, you will take care of our customers – and that’s how it should be.

The Workforce (WFM) Scheduler is responsible for ensuring that our colleagues’ schedules are maintained and are in alignment with the clients’ needs. This position will be responsible for tracking program performance, making recommendations, and resource allocations. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values.

The Workforce (WFM) Analyst will report to the Workforce (WFM) Manager.

Essential Functions and Duties:

  • Maintains the colleagues’ schedules in WFM scheduling platforms.
  • Optimizes schedules according to forecasted demand modeling.
  • Creates new schedules for new hire classes.
  • Manages seasonal ramp timelines.
  • Manages any demand changes that may take place.
  • Monitors real-time KPIs and intra-day forecasting.
  • Executes and maintains internal levers designed to mitigate service level (SL) failures.
  • Validates and analyzes large sets of data to identify trends and anomalies.
  • Audits work of peers to ensure consistent output at the team level.
  • Collaborate with internal matrixed teams to create scheduling needs.
  • Communicate findings across different levels and with clients as needed.
  • Monitoring of tracking systems and acts as an administrator of the WFM software.
  • Provide daily deliverables and ad-hoc analytics as needed. 
  • Maintain internal policies and procedures.
  • Regularly communicate coverage needs with managers and supervisors.
  • Build relationships and collaborate with key stakeholders to ensure the delivery of commitments.
  • Ability to work with programmers and IT teams who may require clarification of timelines, requirements, and deliverables. 
  • Other duties/projects as assigned.

Job Requirements:

  • Effective communication and influence of partners across the company and across multiple levels of the organization.
  • Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment.
  • Ability to work with entry-level to executive colleagues to drive success.
  • Resilient and able to work in a fast-paced, changing environment. 
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions.
  • Takes initiative in situations in anticipation of needs.
  • Skilled in organizing tasks and establishing priorities.
  • Must be a team player with a positive attitude and willingness to pitch in where needed.
  • Ability to maintain confidentiality with regards to sensitive information.

Additional Requirements:

  • Associate’s Degree or equivalent work experience in data analytics preferred.
  • 3 years or more experience in contact center environment preferred.
  • High level of knowledge in Excel and other Microsoft software required.
  • Supervisory experience preferred.
  • Valid driver’s license required. 
  • Travel up to 10%.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Physical Demands: Sitting up to 100% of the time 
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment

FCR Hiring Minimum Requirements

  • High school graduate or equivalent.
  • 18 years or older. 
  • Employment contingent upon successful completion of a background check.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.

FCR provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, gender identity, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. 

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.


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