drjobs Scheduling Analyst

Scheduling Analyst

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1 Vacancy
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Job Location drjobs

Dallas - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Key Responsibilities:

  1. 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.
  2. 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.
  3. Reporting & Communication:
    • Generate and deliver performance reports to stakeholders.
    • Provide clear communication regarding real-time status KPIs and potential impacts to service levels.
  4. 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.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify including your rights and responsibilities please visit  Work :

Yes


Employment Type :

Full-time

Employment Type

Remote

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