WFM Scheduling Analyst

Senture•Concordia, KS

1d•Remote

About The Position

The WFM Scheduling Analyst is responsible for supporting Workforce Management functions through the creation and maintenance of agent schedules and the ongoing upkeep of capacity plans and related data. This role ensures schedules align with staffing requirements and are accurately maintained within workforce systems. Key responsibilities include generating schedules, updating capacity planning tools, maintaining agent profile data, and producing routine scheduling reports. The position will work closely within the Workforce Management team to support long-term planning and scheduling processes.

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
Reliable attendance and ability to work a consistent, full-time schedule
Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
Must be able to meet the minimum internet speed requirements for specific program
Hotspots, satellite and wireless internet service is NOT allowed for this role.

Nice To Haves

Experience maintaining WFM data sets such as agent profiles, skills, and schedule templates
Familiarity with internal workforce documentation (e.g., staffing trackers, capacity models)
Basic knowledge of contact center operations, service level goals, and scheduling best practices
Experience creating or maintaining reporting templates or dashboards using Excel

Responsibilities

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.
Perform other duties as assigned in support of Workforce Management initiatives.