Performance Assurance Analyst
Sedgwick
WFM Scheduling Analyst
Senture, LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • Kentucky • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Generate and maintain agent schedules based on business requirements, shift templates, and availability.
- Assist in the ongoing updates of capacity plans by inputting staffing changes, schedule patterns, and other workforce data as provided by the WFM team.
- Maintain and update WFM system data, including agent profiles, skills, scheduling rules, and shift bids.
- Identify opportunities for scheduling efficiencies and contribute to the implementation of process improvements.
- Conduct audits of schedule data and workforce files to ensure accuracy and consistency across systems.
- Manage internal staffing documentation and trackers to support historical analysis and forward-looking planning.
- Create and distribute recurring and ad-hoc scheduling reports for use by the WFM team.
- Support internal reporting needs by building or updating tools and templates as directed.
- Collaborate with WFM team members in a fast-paced, change-oriented environment, contributing to a strong team dynamic.
- Ensure compliance with internal policies and procedures related to WFM data handling and scheduling practices.
Requirements
- Minimum of 1 year of Workforce Management experience focused on scheduling, capacity planning support, or related functions
- At least 2 years of experience in a contact center environment
- Strong analytical and problem-solving skills, with attention to detail and a high degree of accuracy in data handling
- Proficiency in Microsoft Excel (formulas, lookups, pivot tables) and general familiarity with other Microsoft Office tools (Outlook, Word)
- Experience working with WFM software platforms such as Verint, NICE IEX, Calabrio, or similar scheduling tools
- Excellent written and verbal communication skills
- Strong organizational and time management abilities, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment
Benefits
- Reliable attendance and ability to work a consistent, full-time schedule
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementschedulingcapacity planningdata handlinganalytical skillsproblem-solvingMicrosoft Excelformulaspivot tables
Soft skills
attention to detailwritten communicationverbal communicationorganizational skillstime managementability to manage multiple tasksteam collaboration
