Workforce Scheduler
About the role
Cincy Connect Services needs a Workforce Scheduler who can ensure dependable coverage reliability across customer-support outsourcing channels including phone, email, chat, social media, help desk, technical support, quality, and service operations. This role is focused on data-driven scheduling decisions within customer support outsourcing, prioritizing current records over memory or guesswork.
The role is successful when coverage reliability improves and repeated failure points are identified before they impact customers, partners, or teammates. Success is measured through effective workforce scheduling in customer support outsourcing.
Responsibilities
- Maintain the Workforce Scheduler workflow by analyzing workload against available capacity.
- Track the Workforce Scheduler workflow by flagging coverage gaps before they affect service.
- Own the Workforce Scheduler workflow by documenting schedule changes and ownership.
- Coordinate the Workforce Scheduler workflow by preparing workforce status reporting.
- Review the Workforce Scheduler workflow by maintaining current schedules and coverage records.
Requirements
- Use Workforce Scheduler Workflow and Capacity Planning confidently in customer support outsourcing.
- Apply Workload Analysis without losing track of exceptions, owners, or deadlines.
- Document Spreadsheet Analysis decisions clearly so another teammate can follow the reasoning.
- Use sound judgment around Service Level Support, especially when escalation is required instead of assumption.
- Ensure remote execution leaves coverage reliability accurate, secure, traceable, and ready for the next authorized teammate.
Position Details
Full-time, associate-level role. 100% remote within the United States.
Pay
Base salary: $46,000–$68,000 per year.