
Staff Scheduling Coordinator
4 days ago
**Job Title:** Scheduling Specialist
About the Role:
We're seeking a skilled professional to join our team as a Scheduling Specialist. This exciting opportunity requires a unique blend of analytical thinking, organizational skills, and exceptional communication abilities.
Key Responsibilities:
- Create, maintain, and optimize staff schedules that align with forecasted workloads.
- Collaborate with workforce management teams to review forecasts and adjust schedules proactively.
- Manage schedule changes, shift swaps, and time-off requests while ensuring service coverage.
- Serve as the primary point of contact for scheduling queries, conflicts, and adjustments.
- Evaluate and improve scheduling processes for greater efficiency and accuracy.
- Coordinate with other teams to ensure alignment between planned schedules and live operations.
Requirements:
- 2-5 years of experience working in workforce planning or scheduling roles within a customer service environment.
- Strong knowledge of workforce planning, scheduling, and forecasting processes in a customer service setting.
- Hands-on experience with workforce management tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
- Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas).
- Solid understanding of customer service operations and performance metrics (e.g., Service Level, Occupancy, ASA).
- Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
- Strong communication, negotiation, and conflict resolution abilities.
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