Workforce Management Scheduler

13 hours, 52 minutes ago
Full-time
Junior
Customer and Technical Support
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015

Description

  • Create and optimize weekly and monthly schedules to maintain adequate coverage and service level targets.
  • Process and manage PTO, sick leave, and other absence requests in line with company policy and staffing needs.
  • Administer shift bid processes and agent-initiated schedule swaps with minimal impact on operations.
  • Monitor and report on agent schedule adherence and share insights with relevant stakeholders for coaching opportunities.
  • Turn forecasts into executable staffing plans that support the right staffing levels at the right time.
  • Champion Samsara’s cultural principles as the company scales globally and across new offices.

Requirements

  • Bachelor’s or Associate degree in a related field such as Business Administration or Operations Management, or equivalent experience.
  • 2+ years of Workforce Management experience in an intraday, real-time, or scheduling role within a contact center.
  • Multi-site contact center experience is preferred.
  • Experience with WFM tools such as NICE/IEX, Aspect, Verint, or Assembled.
  • Solid understanding of contact center terminology and KPIs such as service level, AHT, shrinkage, and occupancy.
  • Strong business, operational, and procedural knowledge of a multi-channel contact center.
  • Intermediate-level experience with Microsoft Excel or Google Sheets.
  • Experience analyzing, interpreting, and summarizing data and presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders is preferred.
  • Must be eligible to work remotely from Mexico.

Benefits

  • Above-market total compensation with base salary, performance-based bonus/variable pay, and equity for eligible roles.
  • Flexible, employee-led remote working model.
  • Comprehensive health plans.
  • Parental leave plans.
  • Professional development stipend.
  • Opportunity to earn above-market compensation through strong performance in a high-growth public company.

Interested in this position?

Apply directly on the company website

Apply Now

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