Sr Workforce Management Analyst (Scheduler)
Core
Build and maintain optimized workforce schedules across multiple lines of business to align staffing with forecasted demand and ensure operational readiness.
Role type
Senior Workforce Management Analyst (Scheduler)
Builds
Daily shift schedules and capacity plans for contact center operations
Domain
Consumer health technology / Contact center operations
Required skills
Workforce Management (WFM), Scheduling, Capacity Planning, Microsoft Excel, Genesys Workforce Management, Tableau
Preferred skills
Data analysis, Continuous improvement, Stakeholder collaboration
Responsibilities
Build and maintain workforce schedules across multiple lines of business; Optimize schedules to balance business needs, coverage requirements, and agent preferences; Manage and execute scheduling processes including shift bids and capacity adjustments; Partner with Real-Time Analysts and Forecasters to translate planning assumptions into execution; Identify gaps or inefficiencies in schedules and recommend improvements; Provide visibility into staffing plans and highlight potential risks to operational leaders.
Seniority
Senior, hands-on IC