Sr. Workforce Planning Specialist

This position is hybrid, working in the office 3 days a week and working from home 2 days a week on a 9:30 AM shift.

Responsibilities

• Update daily exceptions to shift schedules in real-time into the scheduling system, including sick time, unscheduled time off, tardies, and other necessary exceptions during the business day as directed by management.
• Continuously monitor incoming call volumes, real-time adherence, and all offline activities (e.g., ACW, AUX, and time logged off) to determine an associate's availability and report this information to the Workforce Manager and/or leadership as necessary.
• Prepare various reports (e.g., adherence, daily operating reports, call reports) for the leadership team according to scheduled timeframes to assist with daily and future achievement of service level objectives.
• Create and maintain accurate agent schedules based on forecasted demand and business requirements.
• Optimize schedules to meet service level agreements (SLAs), occupancy, and productivity targets.
• Manage schedule adjustments including shift swaps, time-off requests, and real-time changes.
• Collaborate with forecasting and real-time teams to ensure alignment across WFM functions.
• Analyze scheduling effectiveness and recommend improvements to increase efficiency.
• Ensure compliance with labor laws, company policies, and contractual obligations.
• Monitor schedule adherence trends and provide insights to leadership.
• Support capacity planning by identifying gaps in staffing and proposing solutions.
• Maintain data integrity within workforce management systems.
• Generate reports and dashboards on scheduling performance metrics.

Requirements

• 2+ years of experience in Workforce Management, scheduling, or call center operations.
• Strong analytical and problem-solving skills.
• Proficiency in WFM tools (e.g., Genesys Cloud, NICE, Verint, or similar platforms).
• Advanced Excel skills (pivot tables, formulas, data analysis).
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced, dynamic environment.

Skills

• Analytical thinking and data interpretation.
• Time management and prioritization.
• Communication and cross-functional collaboration.
• Adaptability and decision-making under pressure.
• Continuous improvement mindset.

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Statistics, or related field (or equivalent experience).
• GenCloud and Salesforce experience.

Pay

The compensation for this role is USD $18.56 - USD $34.66 per hour. Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state, and local laws.

Benefits

• Medical, Dental, Vision.
• Life Insurance.
• Matched Retirement Savings.
• Wellness Program.
• Short- and Long-Term Disability.
• Charitable Contribution Match.
• Paid Holidays, Personal Days & Vacation.
• Paid Volunteer Time Off.