
Optimize Contact Center Workflows
4 days ago
We are seeking a skilled Workforce Optimizer to join our team.
- Create, maintain and optimize staff schedules that align with business demand. Ensure resources are perfectly aligned with forecasted workloads for efficient operations.
- 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 Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations.
- 2–5 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center.
- 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.
- Preferred: experience in scenario modeling, understanding staffing cost implications and planning across multiple channels.
The ideal candidate will possess excellent problem-solving skills, be highly analytical and have a keen eye for detail. They will be able to effectively communicate with cross-functional teams and adapt quickly to changing priorities.
In return, you can expect a dynamic and challenging work environment that offers opportunities for growth and professional development.
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