Workforce Management Scheduler

04 Oct 2021
25 Oct 2021
Alison Byrne
Job Type

Workforce Management Scheduler


Role Description



Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support to our customers and users.

We are now recruiting a WFM Scheduler to work across two internal support teams known as Enhanced and Advanced Support. You will be accountable for the creation and ongoing maintenance of both teams shift schedules, as well as dynamic resource management depending on queue volumes, so we adhere to SLAs and KPMs.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.


  • Analyze the day-to-day scheduling and determine workforce needed to meet fluctuating volumes and staffing demands
  • Identifying areas of opportunity and implement innovative scheduling solutions to maximize efficiency
  • Monitor and adjust chat and phone staffing on a real-time basis to ensure SLAs are adhered to
  • Build and leverage reports to analyze performance and identify arrival patterns to recommend staffing adjustments
  • Work with CX Training Program Manager to coordinate staff and live support assignments
  • Manage staff work schedules


  • Relevant years contact centre WFM experience
  • You have excellent organization, analytical and problem solving skills
  • You plan and execute against projects in a timely and effective manner
  • You have a degree qualified in a business or technical discipline
  • You have strong communication skills (fluency in English) that enable you to interact effectively with both users and cross-functional teams

Apply for Workforce Management Scheduler

Already uploaded your CV? Sign in to apply instantly


Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB

4000 characters left

Marketing Communication

We would like to send you electronic communications regarding employment related opportunities, services and information that we consider suitable for you.

I would like to receive communications.

I would like you to share my personal data with other Companies within the ManpowerGroup.

You will receive an email containing the responses you have provided today with a link that will allow you to update your consent preferences at any time in the future. You can view a list of ManpowerGroup companies by clicking here.

When you apply for a job we will send your application to the named recruiter, who may contact you. By applying for a job listed on you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.

Similar jobs

Similar jobs