Create and maintain daily, weekly, and monthly schedules based on forecasted volumes and staffing requirements
Optimize schedules to meet SLA, service level, occupancy, and shrinkage targets
Balance agent productivity with service-level goals while minimizing operational costs
Manage shift bids, rotations, overtime, time-off requests, and schedule adjustments
Monitor real-time contact center performance metrics and identify variances from targets
Generate real-time dashboards and reports for visibility into KPI performance
Conduct comprehensive analysis of workforce management metrics (AHT, Service Level, Occupancy, Utilization, etc.)
Present findings to senior stakeholders across direct and indirect business functions

Minimum 4 years of call center operations experience
Minimum 24 months of dedicated Workforce Management experience, with focus on scheduling and/or real-time management
Proven track record in real-time monitoring, scheduling optimization, and intraday management
Experience supporting multi-skilled or multi-channel environments is a strong advantage
Demonstrated ability to manage multiple priorities in a fast-paced environment
Bachelor's degree or certification in any field (preferred)
Advanced proficiency in IEX and Cisco tools
Strong database skills with ability to write and execute SQL queries
Advanced Excel expertise including pivot tables, VLOOKUP, data modeling, and automation
Expertise in workforce management metrics and concepts (Service Levels, Shrinkage, Occupancy, AHT, Utilization, etc.)
Proficiency in data analysis and reporting tools
Smartsync experience is a plus.

Analyst – Scheduler, Real-Time Analytics, WFM

Key skills