Workforce Management Scheduler

{
  "content_hash": "9d091f2593ca288262d5a828fcf93ba14806bd0fce142ea63d765a80d4add753",
  "source_hash": "49d52d85aac6331e51f9eab29151c3faba3bfa13bdc2b2070badc2d90dbe93a5",
  "last_changed_at": "2026-05-29T07:02:57.787Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "1 Remote",
    "city": "1",
    "region": null,
    "country": "United States",
    "is_remote": true,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T07:56:33.870Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "1 Remote",
      "city": "1",
      "region": null,
      "country": "United States",
      "is_remote": true,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "What You'll Do:",
      "content": "\n<li>Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities.</li>\n<li>Create schedules for voice, chat, email, back-office, and other supported work types, as applicable.</li>\n<li>Incorporate shrinkage, breaks, lunches, meetings, training, PTO, and other offline activities into schedules.</li>\n<li>Publish schedules accurately and on time in accordance with business timelines.</li>\n<li>Maintain schedule data and ensure schedule updates are reflected correctly in workforce management systems.</li>\n<li>Support schedule changes related to reforecasts, staffing changes, business events, and operational needs.</li>\n<li>Evaluate schedule quality and interval-level coverage to identify opportunities for improvement.</li>\n<li>Balance customer demand, staffing efficiency, compliance requirements, and employee experience when building schedules.</li>\n<li>Review overstaffed and understaffed intervals and make recommendations to improve coverage.</li>\n<li>Optimize placement of breaks, lunches, shrinkage, and offline activities to reduce avoidable service risk.</li>\n<li>Support overtime, voluntary time off, and schedule adjustment planning where appropriate.</li>\n<li>Partner with workforce leadership to improve schedule efficiency and alignment to demand.</li>\n<li>Manage shift changes, swaps, and other schedule-related processes as applicable.</li>\n<li>Process and maintain schedule exceptions, including PTO, training, meetings, and other approved changes.</li>\n<li>Ensure schedules remain compliant with labor rules, business policies, and operational guidelines.</li>\n<li>Audit schedule inputs, coding, and outputs for accuracy and consistency.</li>\n<li>Maintain schedule-related records, documentation, and change history.</li>\n<li>Partner with forecasting to understand staffing requirements and volume trends.</li>\n<li>Partner with real-time analysts and operations leaders to adjust schedules based on changing business needs.</li>\n<li>Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders.</li>\n<li>Support discussions around staffing tradeoffs, schedule fit, and operational constraints.</li>\n<li>Provide feedback on recurring schedule design issues, coverage gaps, and process improvement opportunities.</li>\n<li>Analyze schedule performance against staffing requirements and operational outcomes.</li>\n<li>Support reporting on schedule efficiency, coverage accuracy, schedule stability, and exception trends.</li>\n<li>Identify patterns in schedule change volume, shrinkage placement, adherence impact, and staffing gaps.</li>\n<li>Use scheduling data to recommend improvements to future schedule design and workforce planning.</li>\n<li>Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices.</li>\n<li>Identify opportunities to improve schedule workflows, automation, reporting, and data accuracy.</li>\n<li>Support audits and reviews of schedules, exceptions, and compliance-related items.</li>\n<li>Participate in continuous improvement efforts across the workforce management function.</li>\n"
    },
    {
      "text": "What You'll Need to be Successful:",
      "content": "<div>\n\n<li>Bachelor's degree in business or analytics or equivalent combination of education or 3 years call center work experience considered in lieu of degree.</li>\n<li>Experience with Calabrio or other workforce planning tools preferred.</li>\n<li>Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support.</li>\n<li>Strong analytical skills with the ability to interpret operational data and make sound recommendations quickly.</li>\n<li>Advanced proficiency in Microsoft Excel or Google Sheets.</li>\n<li>Strong attention to detail and organizational skills.</li>\n<li>Strong verbal and written communication skills.</li>\n<li>Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure.</li>\n<li>Experience in a contact center or high-volume service environment.</li>\n<li>Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance.</li>\n<li>Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems.</li>\n<li>Experience supporting omni-channel environments.</li>\n<li>Strong understanding of schedule construction and interval-level coverage.</li>\n<li>Ability to translate demand requirements into practical staffing schedules.</li>\n<li>Strong attention to detail and commitment to accuracy.</li>\n<li>Ability to balance multiple priorities, constraints, and competing business needs.</li>\n<li>Sound judgment and confidence in making operational recommendations.</li>\n<li>Strong time management and ability to meet deadlines.</li>\n<li>Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders.</li>\n<li>Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes.</li>\n\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1779919227944,
  "updatedAt": null,
  "categories": {
    "team": "Customer Service",
    "location": "1 Remote",
    "commitment": "Full Time",
    "department": "Shared Services",
    "allLocations": [
      "1 Remote"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}