
Senior Staff Scheduler
4 days ago
Job Overview:
We are seeking a skilled Scheduling Planner to ensure resources are aligned with business demand.
Main Responsibilities:
- Create and optimize staff schedules that match 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.
- Be the primary point of contact for scheduling queries, conflicts, and adjustments.
- Ensure compliance with labor laws and employee contracts in scheduling.
- Evaluate and improve scheduling processes for greater efficiency and accuracy.
- Coordinate with operations teams to align planned schedules with live operations.
Key Qualifications:
- 2–5 years of experience working as a Planning Analyst or in a workforce scheduling 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 or similar tools.
- Solid understanding of contact center operations and performance metrics.
- Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
- Strong communication, negotiation, and conflict resolution abilities.
What We Offer:
- A positive work atmosphere with excellent work-life balance
- You'll be joining a network of experienced professionals across multiple disciplines and sectors.
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