Senior Workforce Scheduling Analyst

Job Summary

Analyzing and optimizing contact center scheduling plans, the full-time Senior Workforce Scheduling Analyst will work remotely to ensure staffing meets business objectives and enhance operational efficiency through data-driven insights.

Key responsibilities

• Leads meetings with stakeholders to assess staffing plans and performance, ensuring optimal team availability
• Utilizes analytical techniques to develop schedules that align business needs with employee preferences
• Mentors the workforce scheduling team and provides guidance on staffing strategies and performance metrics

Required qualifications

• Bachelor's degree in a related field
• 4 - 6 years of experience in workforce scheduling or a similar role
• Proven ability to analyze contact center patterns and operational disruptions
• Experience in developing and implementing scheduling methodologies
• Strong understanding of key performance metrics related to contact center operations