Workforce Scheduler

Responsibilities

  • Publish weekly schedules to include planned activities while providing continuity of coverage
  • Maintain short-term forecasts in the WFM system to align schedules with volume patterns
  • Maintain agent records regarding team changes, attrition, and new hire assignments
  • Produce WFM performance reports including schedule accuracy and forecast variance
  • Manage the Shift Bid process as business needs arise
  • Facilitate weekly meetings with Supervisors to align on upcoming events
  • Analyze forecasts and schedules to determine time off allotments
  • Provide backup to WFM Coordinators for real-time support
  • Maintain confidentiality regarding employee scheduling and personnel information

Requirements

  • Understanding of scheduling optimization in a contact center environment
  • Proficiency in workforce management software
  • Intermediate data analysis skills using Excel or Google Sheets (Pivot Tables, VLOOKUP)
  • High School Diploma or equivalent with 3+ years of work-related experience
  • Prior workforce management experience
  • Understanding of adherence, shrinkage, skill monitoring, and KPI reporting
  • Thorough knowledge of Windows-based applications

Preferred Qualifications

  • Experience with WFM software such as NICE, Verint, or Genesys
  • Prior scheduling experience in a multi-skilled, multi-channel environment
  • Experience with phone software like Five9, Avaya, or Genesys
  • Proficiency in Microsoft Office and Google Workspace

Benefits

  • 100% employer-paid medical, dental, and vision premiums for employee-only plans
  • Annual bonus and potential quarterly KPI bonuses
  • 401k matching up to 3.5%
  • Employee Stock Ownership Plan (ESOP)
  • 6 paid sick and mental health days
  • Reimbursements for personal cell phone and internet usage
  • Professional development and mentorship opportunities
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