
Staff Scheduler
2 weeks ago
Job Description:
This role is centered around creating, maintaining, and optimizing staff schedules to align with forecasted workloads. The ideal candidate will possess a perfect blend of analytical thinking and exceptional organizational skills.
Responsibilities:
- Create and optimize staff schedules to ensure resources are aligned with business demand
- 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
- Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling
- Continuously evaluate and improve scheduling processes for greater efficiency and accuracy
- Coordinate with analysts and operations managers to ensure alignment between planned schedules and live operations
Required Skills and Qualifications:
The successful candidate will have 2–5 years of experience working as a planning analyst or in a workforce scheduling/forecasting role within a contact center environment. They should possess strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
Key Requirements:
- Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment
- 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) 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
- Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels
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