Workforce Management Scheduling Analyst

TL;DR

Workforce Management Scheduling Analyst: Own workforce scheduling for a 24/7, 365 multi-channel customer support operation with an accent on developing and maintaining optimized agent schedules that align with forecasts, staffing plans, and service level targets. Focus on proactively identifying potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups.

Location: Remote (USA)

Salary: $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.

Company

hirify.global is on a mission to create a safer internet, providing a suite of intelligent digital safety products to protect millions of customers against digital threats.

What you will do

• 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.
• Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements.
• Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership.
• Manage agent skill and queue assignments within workforce and telephony platforms, ensuring load balancing and optimal agent availability.
• Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, staffing changes, and capacity planning decisions.

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.
• Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage.
• Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps.

Nice to have

• Experience working with a cloud contact center platform such as Five9.

Culture & Benefits

• Competitive pay and generous health and wellness benefits.
• Retirement savings plans and parental leave.
• hirify.global is committed to being an inclusive community where all feel welcome.
• hirify.global is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment.