Workforce Management Scheduler

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Workforce Management Scheduler to join our ever evolving Workforce Management team and help shape the future of global commerce.

About Tsys

• About the team Our inclusive and global teams win together every day.
• We’re proud to have the best minds in the industry, who you can learn from as you grow your career.
• The people, the energy, the connections – it’s unmatched.
• Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

• Globalpayers think like a client, act like an owner and win as one team.
• We’re curious and innovative – always finding better ways to deliver impact.
• We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you?

• Then you sound like a Globalpayer.
• Apply now to take your career global.

Responsibilities

• What you’ll own Develop and manage optimized agent schedules and rosters based on demand forecasts, including handling time-off requests, training, and other scheduling exceptions.
• Maintain accurate employee and scheduling data within WFM systems, ensuring reliable outputs and timely communication of schedule updates.
• Produce short-term forecasts (intraday/daily) for volume, staffing, and performance, and analyze variances to improve accuracy.
• Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing, support execution, and enhance schedule efficiency.
• Utilize Workforce Management (WFM) tools to perform scheduling, forecasting, reporting, and provide insights on agent utilization and performance.

Requirements

• At least 2+ years of experience as a Scheduler or Resource Planner in a Contact Center or BPO environment.
• Advanced proficiency in Workforce Management (WFM) tools (e.g., Genesys, Verint, AWS, Talkdesk, NICE InContact) with hands-on experience in scheduling and short-term forecasting.
• Strong skills in Microsoft Excel for data analysis, reporting, and performance tracking.
• Proven ability to analyze short-term data (intraday, daily, weekly) and translate insights into effective staffing plans.
• Highly analytical with a strong attention to detail and the ability to make data-driven decisions to optimize workforce efficiency.
• It’s a bonus if you have A degree in Business, Finance, Mathematics, Economics, or any related quantitative field Effective communication skills, both written and verbal for coordinating with agents, managers, and WFM peers.