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Summary
The WFM Scheduling Specialist is responsible for creating and maintaining schedules to meet operational goals, optimize productivity, and ensure staffing availability. This role includes analyzing staffing needs, accommodating employee schedules, collaborating with cross-functional teams, supporting short-term forecasting, and ensuring SLA adherence.
Responsibilities
● Generate and publish schedules at least 4 weeks in advance, including shift start/stop times, breaks/lunches, and off-phone activity (OPA).
● Proactively identify overtime or schedule changes needed due to absences or attrition.
● Create and maintain work shifts, including special exceptions and accommodations, completing adjustments during schedule generation.
● Collaborate with Training on new hire schedules, nesting periods, and training/continuing education sessions.
● Manage onboarding and offboarding processes, updating agent profiles in WFM systems.
● Identify scheduling gaps, monitor adherence, and ensure SLA compliance.
● Partner with HR for employee accommodations and scheduling adjustments.
● Conduct routine schedule analysis, interval staffing reviews, and shift bid preparation.
● Contribute to short-term forecasting efforts by analyzing near-term volume trends and staffing needs to ensure accurate scheduling decisions.
● Manage time-off request processes without impacting SLAs.
● Produce daily reports and documentation; continually seek efficiency improvements.
● Partner with Forecast Specialists to present staffing updates and identify operational trends.
● Support intraday/real-time scheduling functions as needed.
Qualifications
● Excellent organizational, time management, and grammatical skills.
● Ability to summarize complex information using charts, graphs, and reports.
● Proven ability to manage multiple priorities and adapt to change.
● Strong interpersonal, collaborative, and decision-making 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 required.
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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