Scheduling Manager – Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• The Scheduling Manager oversees the workforce scheduling operations to guarantee optimal staffing levels.

• Create staffing strategies that enhance service levels, productivity, occupancy, shrinkage, and labor costs.

• Assess the effectiveness of scheduling and propose modifications to boost operational performance.

• Supervise a team of Workforce Scheduling Analysts.

• Work in conjunction with Operations leaders to evaluate staffing needs and tackle workforce challenges.

⛳️ Requirements

• A minimum of 10 years of experience in Workforce Management.

• At least 2 years in a leadership role managing a team of direct reports.

• Experience in BPO (Business Process Outsourcing) vendor management within call center or client services.

• Proficient in workforce scheduling methodologies, forecasting, and capacity planning.

• Familiarity with Workforce Management platforms such as Genesys, Verint, NICE IEX, Aspect, Calabrio, or similar.

• Advanced skills in Microsoft Excel and data analysis.

• Strong analytical, problem-solving, and decision-making abilities.

• Experience in presenting complex data, insights, and recommendations to senior leadership.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off, including company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability.

• Life insurance.