Senior Workforce Scheduling Analyst

Role Overview

• Analyzes and reviews the contact center's workload to build resourcing and optimize scheduling plans
• Analyzes effectiveness of the contact center's schedule and provides improvements
• Participates in and leads meetings with stakeholders to analyze staffing plans and performance
• Develops optimized schedules balancing business needs with employee preferences
• Analyzes contact center patterns and identifies unexpected absences or operational disruptions
• Mentors and supports workforce scheduling team members
• Advises on centralized vs. decentralized queue strategy
• Ensures accurate records of contact center staff schedules and time off requests
• Performs other duties as assigned

Requirements

• Requires a Bachelor's degree
• 4 – 6 years of related experience
• Knowledge and skills reflective of the level of this position

Benefits

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• flexible approach to work with remote, hybrid, field or office work schedules