Workforce Management Scheduling Analyst

Job Summary

A company is looking for a Workforce Management Scheduling Analyst responsible for managing staffing requirements and creating schedules to meet service levels.

Key Responsibilities

• Create and maintain agent schedules based on skills, location, and operational hours
• Process time off requests, shift swaps, and manage shift bids
• Analyze site performance to align schedules with staffing needs based on volume

Required Qualifications

• High school diploma or equivalent required
• 2+ years of experience in customer service, preferably in an automated system environment
• Strong experience in Workforce and ACD tools/systems
• Excellent knowledge of MS Windows, Excel, and Word
• Strong understanding of contact centers