Senior Workforce Management Scheduler

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

📋 Description

• Create and uphold workforce schedules in alignment with anticipated demand, staffing needs, shrinkage projections, skill requirements, business regulations, and operational limitations.

• Allocate and enhance schedules by taking into account shift bids, employee preferences, contractual commitments, labor needs, and specific account requirements.

• Detect scheduling deficiencies, overstaffing, understaffing, and coverage risks, and propose necessary adjustments.

• Maximize breaks, lunches, training sessions, coaching, meetings, and other offline tasks to ensure adequate coverage.

• Collaborate with Operations, Training, and Quality teams to plan offline activities.

• Oversee schedule modifications resulting from staffing availability, approved time off, business priorities, and evolving operational needs.

• Evaluate schedule quality, staffing alignment, and recurring coverage challenges, and suggest enhancements.

• Work alongside Forecasting, Capacity Planning, RTA, Operations, and global delivery teams to synchronize schedules with workforce requirements.

• Utilize Verint, Excel, and workforce reporting tools to boost scheduling precision, efficiency, and workforce utilization.

• Address business requirements across U.S. time zones and global delivery collaborations.

• Offer data-driven insights to enhance workforce efficiency, service performance, and customer experience results.

⛳️ Requirements

• Bachelor's degree or a comparable combination of education and experience.

• Over 3 years of experience in workforce management, workforce scheduling, contact center operations, operational planning, analytics, or a related customer experience role.

• Proven experience in independently managing workforce scheduling tasks and spotting opportunities to enhance staffing coverage and schedule efficiency.

• Familiarity with schedule generation, schedule upkeep, shift assignment, and planning offline activities.

• Experience in supporting intricate, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service sectors is preferred.

• Proficient in Verint scheduling capabilities, Microsoft Excel, and operational reporting.

• Experience with NICE is advantageous.

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

• Exceptional written and verbal communication skills, capable of conveying scheduling risks, tradeoffs, and recommendations to operational partners.

• Experience collaborating with U.S. and global delivery teams or within complex cross-functional operational settings is preferred.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.