Workforce Management Scheduling Analyst

Role Overview

• Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/casework
• Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets
• Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods
• Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments
• Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards
• Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements
• Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage
• Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership
• Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups
• Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability
• Provide day-to-day operational guidance to real time analysts to ensure intraday management actions align with workforce plans, scheduling strategies, and service level objectives
• Lead coordination with real time analysts on intraday execution of schedules, including overtime, voluntary time off, schedule adjustments, and staffing mitigation strategies
• Support multi-channel routing strategies by ensuring schedules align with skill assignments, queue structures, and operational priorities
• Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, staffing changes, and capacity planning decisions
• Maintain documentation and operational standards for scheduling processes across the broader WFM ecosystem
• Track and report on scheduling effectiveness and workforce performance metrics including schedule coverage, schedule efficiency, adherence performance, and occupancy support
• Assist with workforce management system configuration requests related to scheduling, staffing groups, and workforce structures
• Other duties as assigned

Requirements

• 4+ years of workforce management experience in a contact center environment
• Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment
• Experience scheduling for voice, chat, email/casework, and outbound support channels
• Hands-on experience with Verint Workforce Management (required)
• Experience working with a cloud contact center platform such as Five9 (preferred)
• Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage
• Experience supporting intraday workforce management operations
• Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps
• Advanced Excel and reporting skills
• Strong organizational and communication skills with the ability to manage complex scheduling environments

Tech Stack

• Cloud

Benefits

• Competitive pay
• Generous health and wellness benefits
• Retirement savings plans
• Parental leave
• Professional development opportunities