Workforce Scheduling Analyst

Job Summary

A company is looking for a Workforce Scheduling Analyst to support contact center operations by managing employee schedules and ensuring service level performance.

Key Responsibilities

• Design and maintain team member schedules using the Workforce Optimization platform to meet service level goals
• Administer shift bids and execute short-term schedule changes to optimize coverage and efficiency
• Analyze contact center performance data to identify trends and collaborate with leadership for corrective actions

Required Qualifications

• High school diploma or equivalent (GED)
• Minimum of 3 years of experience scheduling in a contact center environment
• Strong proficiency with Microsoft Excel, including advanced functions and data analysis
• Experience with workforce staffing principles in a contact center environment
• Experience with ACD platforms is preferred