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

📋 Description

• Implement staffing scheduling and management in accordance with requirements.

• Enhance service levels and meet staffing objectives through real-time and intraday monitoring, along with volume and staffing analysis.

• Create staffing schedules based on projected forecasts.

• Collaborate with and update shift management tools.

• Improve schedule design and revise workflow processes as necessary.

• Drive scheduling efficiency by aligning team members with forecasted volumes and arrival patterns.

• Construct and modify schedules based on stakeholder needs and employee considerations.

• Oversee and adjust queues and same-day staffing to fulfill service levels, efficiency, and staffing requirements.

• Act as the main point of contact for internal support teams regarding intraday requests.

• Share recommendations for business enhancements and solutions.

• Work together with internal stakeholders to identify issues, resolve problems, and design or modify schedules.

• Adhere to all relevant laws and regulations.

⛳️ Requirements

• Minimum of 2 years’ experience with MS Excel or Google Sheets, including proficiency in mathematical formulas, pivot tables, conditional formatting, data validation, nested IF statements, etc.

• At least 2 years’ experience in Workforce Management, planning/scheduling, or operational leadership.

• A minimum of 1 year’s experience in a customer-facing position, including interactions with internal customers.

• Candidates must reside in the U.S., excluding Alaska, Delaware, Hawaii, Louisiana, Montana, North Dakota, Oklahoma, West Virginia, Wyoming, and U.S. Territories.