Workforce Management Scheduler

TL;DR

Workforce Management Scheduler (WFM): Creating and optimizing staff schedules to align workforce resources with forecasted demand and service goals with an accent on interval-level coverage and shrinkage management. Focus on translating forecasts into executable schedules, optimizing breaks and offline activities, and improving operational efficiency.

Location: Remote

Company

hirify.global provides shared services and customer service operations management.

What you will do

• Build and maintain schedules for voice, chat, and email channels aligned with forecasted workload and business priorities.
• Incorporate shrinkage, PTO, breaks, and training into schedules to ensure optimal coverage.
• Evaluate interval-level coverage and recommend improvements to reduce service risk and overstaffing.
• Partner with forecasting and real-time teams to adjust schedules based on shifting business needs.
• Manage shift changes, swaps, and ensure compliance with labor rules and operational guidelines.
• Analyze scheduling performance and contribute to the development of WFM SOPs and best practices.

Requirements

• Bachelor's degree in business or analytics, or 3+ years of contact center work experience.
• Experience with WFM platforms such as Calabrio, NICE IEX, Verint, or similar systems.
• Advanced proficiency in Microsoft Excel or Google Sheets.
• Deep knowledge of WFM principles: forecasting, shrinkage, occupancy, and service level.
• Proven ability to translate demand requirements into practical staffing schedules.
• Strong analytical skills and the ability to communicate effectively with operational stakeholders.