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Workforce Management Scheduler

2 hours, 4 minutes ago
Anywhere
Full-time
Junior
Operations Specialist
Operations
Apply Now
Colibri Group

Colibri Group

Colibri Group specializes in providing comprehensive professional learning solutions, particularly through its leading real estate schools, which empower both aspiring and seasoned real estate professionals to enhance their careers.

Diversified Consumer Services
1K-5K
Founded 1928
View All Jobs 25

Description

  • Build and maintain staff schedules aligned with forecasted workload, staffing requirements, and business priorities.
  • Create schedules for voice, chat, email, back-office, and other supported work types.
  • Incorporate breaks, lunches, meetings, training, PTO, shrinkage, and other offline activities into schedules.
  • Publish schedules accurately and on time and maintain schedule data in workforce management systems.
  • Support schedule changes due to reforecasts, staffing changes, business events, and operational needs.
  • Evaluate schedule quality and interval-level coverage to identify coverage gaps and improvement opportunities.
  • Optimize break, lunch, and shrinkage placement to reduce service risk and improve coverage.
  • Process schedule exceptions, shift changes, swaps, and other approved schedule adjustments.
  • Partner with forecasting, real-time, and operations teams to adjust schedules based on changing business needs.
  • Analyze schedule performance, produce reporting, and recommend improvements to scheduling processes and workforce planning.

Requirements

  • Bachelor’s degree in business or analytics, or an equivalent combination of education, or 3 years of call center work experience in lieu of a degree.
  • Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support.
  • Experience with Calabrio or other workforce planning tools preferred.
  • Advanced proficiency in Microsoft Excel or Google Sheets.
  • Strong analytical, organizational, and attention-to-detail skills.
  • Strong verbal and written communication skills.
  • Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure.
  • Experience in a contact center or high-volume service environment.
  • Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance.
  • Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems.
  • Experience supporting omni-channel environments.
  • Ability to translate demand requirements into practical staffing schedules.
  • Strong time management and ability to meet deadlines.
  • Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes.

Interested in this position?

Apply directly on the company website

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