Workforce Planning & Scheduling Specialist

1-800 CONTACTS

Workforce scheduling specialist optimizing staffing, forecasting, and coverage for 1-800 Contacts’ vision-care operations. Managing CxOne/IEX schedules and capacity planning in Draper’s hybrid workplace.

Posted 8/20/2026full-timeDraper • Utah • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including staffing, scheduling, and performance analysis, while utilizing tools like NICE CxOne and IEX for effective forecasting and optimization. Strong analytical and communication skills are essential for interpreting data and engaging stakeholders to enhance operational efficiency.

Highest-signal resume keywords

Workforce ManagementNICE CxOneIEXData AnalysisExcel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

StaffingSchedulingPerformance AnalysisForecastingAttrition ModelingShrinkage AnalysisData ReportingTrend AnalysisResource OptimizationCapacity Planning

Soft Skills

Exceptional CommunicationRelationship BuildingAdaptabilityAttention to DetailMulti-Priority Management

Tools & Technologies

CxOneIEXExcelWord

Industry Keywords

Call CenterOperationsCustomer DepartmentDistribution CenterHybrid Work Model

About the role

Key responsibilities & impact

Make mid-term (1–12 weeks) staffing/scheduling adjustments using CxOne/IEX to hit SL goals, adapting to volume changes, shrink, events while balancing preferences/needs.
Manage schedules, patterns, PTO/vacation, time off allotments, channel OUs, and schedule changes for optimal coverage, skills, compliance, and minimal disruptions in call center/distribution.
Maintain the Long-Term Capacity Plan, reconciling “Actuals vs. Forecast” headcount weekly to trigger hiring requests with Recruiting.
Analyze volumes, attrition, trends, and variables such as events and meetings; track/report metrics and recommend adjustments for productivity/resource optimization.
Conduct ad hoc data pulls, analysis, and forecasting for partners, using historical data, seasonality, and adherence to aid decisions.
Communicate insights, risks, adjustments, and recommendations to leaders/management to boost efficiency, readiness, optimization, and reduce service risks.
Support staffing across the Customer Department and Distribution Center in partnership with Operations and Intraday teams.

Requirements

What you’ll need

2+ years in workforce management, operations, or call centers, emphasizing scheduling, staffing, and performance analysis.
Experience with NICE CxOne, IEX, or similar Work Force Management platforms preferred for forecasting, scheduling, and adjustments.
Experience modeling attrition, shrinkage, and learning curves to determine accurate new hire requirements.
Strong analytical skills to interpret data, spot trends, conclude, and present results via Excel.
Exceptional communication (oral, written, listening) to engage stakeholders, influence, and build relationships.
Proficiency in Excel/Word; keen attention to detail for analysis, reporting, and optimization.
Willingness and ability to work 3 days per week onsite as part of our hybrid work model.
Leadership experience is a plus, including supervision and team coordination.
Ability to build trust/relationships, uphold confidentiality, and adapt to change positively.
Ability to handle multiple priorities/complex projects in fast-paced settings with accuracy/efficiency.

Benefits

Comp & perks

Free eye exams for your entire family
Deep discounts on lenses, glasses, and other services
Amazing healthcare coverage
401(k) match
Flexible PTO
Tuition reimbursement program
In-house restaurant with highly discounted meals (Steak dinner under $6)
Free snacks, ice cream, and drinks every day
Full onsite gym