Workforce Management Scheduler
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
About the role:
In this role you will be part of the Workforce Management team under Global Support Operations & Strategy. The goal of the Workforce Management team at Samsara is to ensure we have the right amount of staff at the right time at all times. You will be the master of schedule logistics and optimization turning forecasts into executable plans.
This is a remote position open to candidates residing in Mexico.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on get food into grocery stores reduce emissions and most importantly ensure workers return home safely.
- You are the architect of your own career: If you put in the work this role wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
- Youre energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative ambitious ideas for our customers.
- You want to be with the best: At Samsara we win together celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role you will:
- Schedule Generation: Create and optimize weekly/monthly schedules for all agents ensuring adequate coverage to meet service level targets while respecting labor laws and agent preferences.
- Absenteeism Management: Process and manage requests for paid time off (PTO) sick leave and other absences in accordance with company policy and staffing needs.
- Shift Bids & Swaps: Administer and manage shift bid processes and agent-initiated schedule swaps ensuring neutral impact on operational goals.
- Adherence Reporting: Monitor and report on agent schedule adherence providing data to the Real Time Analyst and Engagement Specialist for coaching opportunities.
- Champion role model and embed Samsaras cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) as we scale globally and across new offices.
Minimum requirements for the role:
- Bachelors or Associate degree in a related field (e.g. Business Administration Operations Management) or equivalent experience.
- 2 years of Workforce Management experience in an intraday/real-time/scheduling role within a contact center (multi-site preferred).
- Previous experience working with WFM Tools (e.g. NICE/IEX Aspect Verint Assembled).
- Solid understanding of contact center terminology and KPIs (e.g. service level AHT shrinkage occupancy)
- Strong business operational and procedural knowledge of a multi-channel contact center.
- Intermediate-level experience in Microsoft Excel/Google Sheets.
An ideal candidate also has:
- Experience in analyzing interpreting and summarizing data as well as presenting reports forecasts trends and recommendations to cross-functional stakeholders succinctly.
Key Skills
- Employee Orientation
- Operational Risk Management
- Primavera
- Computer Skills
- Primavera P6
- Medical office experience
- Medical Terminology
- Schedule Management
- Production Planning
- Microsoft Project
- Medical Scheduling
- Phone Etiquette
About Company
Publicly traded company [NYSE: IOT] offering a single platform for fleet operations at scale. Products include real-time GPS, ELD, AI-powered dash cams, telematics, maintenance, routing, & driver app. Recognized by the Forbes Cloud 100.
