Scheduling Analyst
Scheduling Analyst
Posted on :
09-07-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
- Real-Time Monitoring & Response:
- Monitor real-time adherence service levels occupancy real time requests using NICE/IEX WFM tools.
- Identify and resolve intraday staffing issues including escalations and schedule deviations.
- Communicate recommendations to leadership and operational teams for immediate workforce adjustments.
- Intraday Adjustments:
- Modify agent schedules in real-time to align staffing service level objectives and adherence goals.
- Manage and approve schedule change requests based on intraday capacity service level and adherence goals.
- Reporting & Communication:
- Generate and deliver performance reports to stakeholders.
- Provide clear communication regarding real-time status KPIs and potential impacts to service levels.
- Collaboration & Process Improvement:
- Work closely with WFM Forecasters Schedulers and Operations Managers to align real-time decisions with long-term planning.
- Identify trends and propose solutions for improving schedule adherence and staffing efficiency.
- Maintain expertise in NICE IEX WFM suite ensure accurate agent profiles identify schedule anomalies and create tools to drive schedule adherence.
Qualifications :
Education & Experience:
- Bachelors degree in Business Operations Analytics or a related field (preferred).
- 2 years of experience in scheduling real time analyst or workforce management role preferably within a call center or customer service environment.
- Experience with workforce management and telephony software (e.g. NICE and Five9) and proficiency in Microsoft Excel.
- Strong understanding of labor laws scheduling best practices and compliance requirements.
- Experience in a remote or multi-site contact center environment preferred.
Skills & Competencies:
- Excellent organizational and time-management skills with the ability to manage multiple employees and competing priorities.
- Strong attention to detail and accuracy in Real Time analysis and record-keeping.
- Excellent communication skills both verbal and written with the ability to clearly communicate schedule changes and expectations to staff.
- Analytical mindset with the ability to interpret data.
- Problem-solving skills and the ability to make quick decisions in a dynamic environment.
- Ability to work independently as well as collaboratively within a team.
Certifications (preferred):
- Workforce Management or Scheduling certifications (e.g. ICMI or similar).
- Any WFM or contact center operations certification (e.g. COPC Six Sigma Yellow Belt) is advantageous.
Additional Information :
Compensation:
The position is a salaried exempt position.
- Base Salary: $60000-$65000
- 10% Corporate bonus
- Benefits:
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision Insurance
- Paid Time Off
Additional Information
All your information will be kept confidential according to EEO guidelines.
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Yes
Employment Type :
Full-time
Employment Type
Remote