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