Job Description

The WFM Scheduling Specialist is responsible for creating and maintaining schedules to meet operational goals, optimize productivity, and ensure staffing availability. This role involves analyzing staffing needs, accommodating employee schedules, collaborating with teams, supporting forecasting, and ensuring SLA adherence.

Responsibilities

• Generate and publish schedules
• Identify overtime and schedule changes
• Maintain work shifts and accommodations
• Collaborate with Training on new hire schedules
• Manage onboarding and offboarding
• Monitor adherence and ensure SLA compliance
• Partner with HR for employee accommodations
• Conduct schedule analysis and shift bid preparation
• Contribute to short-term forecasting
• Manage time-off requests
• Produce reports and improve efficiency
• Present staffing updates
• Support intraday scheduling

Requirements

• Excellent organizational and time management skills
• Ability to summarize complex information
• Proven ability to manage priorities and adapt
• Strong interpersonal and collaborative skills
• Advanced proficiency in Google Suite
• Advanced analytical and technical skills
• 3+ years of contact center WFM experience
• Experience with NICE IEX and CXone WFM systems

Benefits

• No benefits