
Staff Scheduler
4 days ago
Scheduling Specialist
Job DescriptionThe role of a Scheduling Specialist involves the creation and optimization of staff schedules that align with business demands.
This specialist works closely with workforce management teams to review forecasts and make proactive adjustments to ensure seamless service delivery.
Main responsibilities include creating, maintaining, and optimizing staff schedules; collaborating with other teams to adjust schedules as needed; managing schedule changes and time-off requests while ensuring service coverage; serving as the primary point of contact for scheduling queries and adjustments; and ensuring compliance with labor laws, organizational policies, and employee contracts in scheduling.
This specialist also evaluates and improves scheduling processes continuously to increase efficiency and accuracy. They work in close collaboration with Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations.
Required Skills and Qualifications- 2–5 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center environment.
- Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
- Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
- Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools.
- Solid understanding of contact center 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.
This position offers the opportunity to work in a dynamic and challenging environment where you can apply your analytical thinking and exceptional organizational skills to create value for the organization.
You will have the chance to work collaboratively with a talented team of professionals who share your passion for delivering excellent results.
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