Senior Workforce Management Scheduler
Job Summary
Monitoring real-time operations, the remote Senior Workforce Management Scheduler will analyze performance trends, manage intraday staffing, and collaborate with teams to ensure optimal workforce performance across customer experience and healthcare service delivery programs.
Key responsibilities
- Monitor real-time service delivery performance, including queue volumes and agent adherence
- Analyze intraday data to identify risks and recommend staffing adjustments
- Provide reporting and insights on daily performance, highlighting risks and improvement opportunities
Required qualifications
- 4+ years of experience in workforce management, real-time analysis, or contact center operations
- Experience with monitoring service levels and scheduling adherence in a high-volume environment
- Strong analytical skills with the ability to interpret data and provide actionable recommendations
- Familiarity with workforce management tools (e.g., NICE, Verint, Genesys)
- Experience in collaboration with operations and leadership teams
Complete Job Description
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