Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/casework
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods
Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments
Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards
Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements
Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage
Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership
Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups
Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability
Provide day-to-day operational guidance to real time analysts to ensure intraday management actions align with workforce plans, scheduling strategies, and service level objectives
Lead coordination with real time analysts on intraday execution of schedules, including overtime, voluntary time off, schedule adjustments, and staffing mitigation strategies
Support multi-channel routing strategies by ensuring schedules align with skill assignments, queue structures, and operational priorities
Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, staffing changes, and capacity planning decisions
Maintain documentation and operational standards for scheduling processes across the broader WFM ecosystem
Track and report on scheduling effectiveness and workforce performance metrics including schedule coverage, schedule efficiency, adherence performance, and occupancy support
Assist with workforce management system configuration requests related to scheduling, staffing groups, and workforce structures
Other duties as assigned

Requirements

4+ years of workforce management experience in a contact center environment
Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment
Experience scheduling for voice, chat, email/casework, and outbound support channels
Hands-on experience with Verint Workforce Management (required)
Experience working with a cloud contact center platform such as Five9 (preferred)
Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage
Experience supporting intraday workforce management operations
Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps
Advanced Excel and reporting skills
Strong organizational and communication skills with the ability to manage complex scheduling environments

Benefits

Competitive pay
Generous health and wellness benefits
Retirement savings plans
Parental leave
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce schedulingagent schedulingschedule adherenceoccupancy supportanalytical skillsreporting skillsExcelscheduling governancestaffing coverageintraday workforce management

Soft Skills

organizational skillscommunication skillsproblem-solving skillsleadershipcollaboration