Workforce Management Scheduler

Position Overview:

What You'll Do:

• Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities.
• Create schedules for voice, chat, email, back-office, and other supported work types, as applicable.
• Incorporate shrinkage, breaks, lunches, meetings, training, PTO, and other offline activities into schedules.
• Publish schedules accurately and on time in accordance with business timelines.
• Maintain schedule data and ensure schedule updates are reflected correctly in workforce management systems.
• Support schedule changes related to reforecasts, staffing changes, business events, and operational needs.
• Evaluate schedule quality and interval-level coverage to identify opportunities for improvement.
• Balance customer demand, staffing efficiency, compliance requirements, and employee experience when building schedules.
• Review overstaffed and understaffed intervals and make recommendations to improve coverage.
• Optimize placement of breaks, lunches, shrinkage, and offline activities to reduce avoidable service risk.
• Support overtime, voluntary time off, and schedule adjustment planning where appropriate.
• Partner with workforce leadership to improve schedule efficiency and alignment to demand.
• Manage shift changes, swaps, and other schedule-related processes as applicable.
• Process and maintain schedule exceptions, including PTO, training, meetings, and other approved changes.
• Ensure schedules remain compliant with labor rules, business policies, and operational guidelines.
• Audit schedule inputs, coding, and outputs for accuracy and consistency.
• Maintain schedule-related records, documentation, and change history.
• Partner with forecasting to understand staffing requirements and volume trends.
• Partner with real-time analysts and operations leaders to adjust schedules based on changing business needs.
• Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders.
• Support discussions around staffing tradeoffs, schedule fit, and operational constraints.
• Provide feedback on recurring schedule design issues, coverage gaps, and process improvement opportunities.
• Analyze schedule performance against staffing requirements and operational outcomes.
• Support reporting on schedule efficiency, coverage accuracy, schedule stability, and exception trends.
• Identify patterns in schedule change volume, shrinkage placement, adherence impact, and staffing gaps.
• Use scheduling data to recommend improvements to future schedule design and workforce planning.
• Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices.
• Identify opportunities to improve schedule workflows, automation, reporting, and data accuracy.
• Support audits and reviews of schedules, exceptions, and compliance-related items.
• Participate in continuous improvement efforts across the workforce management function.

What You'll Need to be Successful:

Bachelor's degree in business or analytics or equivalent combination of education or 3 years call center work experience considered in lieu of degree.
Experience with Calabrio or other workforce planning tools preferred.
Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support.
Strong analytical skills with the ability to interpret operational data and make sound recommendations quickly.
Advanced proficiency in Microsoft Excel or Google Sheets.
Strong attention to detail and organizational skills.
Strong verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure.
Experience in a contact center or high-volume service environment.
Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance.
Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems.
Experience supporting omni-channel environments.
Strong understanding of schedule construction and interval-level coverage.
Ability to translate demand requirements into practical staffing schedules.
Strong attention to detail and commitment to accuracy.
Ability to balance multiple priorities, constraints, and competing business needs.
Sound judgment and confidence in making operational recommendations.
Strong time management and ability to meet deadlines.
Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders.
Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes.