Workforce Management Scheduler

WTW•Pittsburgh, PA

1d•Onsite

About The Position

The Workforce Management (WFM) Scheduling Administrator supports Service Center operations by combining technical proficiency with business insight. This role is responsible for maintaining staff schedules aligned with service objectives, ensuring system databases are updated with accurate information, and collaborating with key stakeholders to adjust schedules based on real-time operational needs. The scheduler is accountable for multiple clients and a wide range of client-specific skills in a complex, multi-site contact center environment. This includes monitoring, reporting, and analyzing staffing levels to ensure adequate coverage, while also ensuring that required training sessions and off-phone tasks are completed on schedule without negatively impacting client Service Level Agreement (SLA) expectations. Schedulers leverage a variety of workforce management systems and methodologies, including NICE, Genesys, MCCH, Erlang, and Microsoft Excel to execute scheduling tasks and make informed recommendations. This position rarely requires travel.

Requirements

Minimum 1 year of experience in a call center or service center environment
Proficiency in Microsoft Office tools (Word, PowerPoint, Outlook)
Intermediate or higher-level proficiency in Microsoft Excel
Ability to use date/time, text, and statistical formulas
Comfortable creating charts, graphs, and professional formatting
Strong verbal and written communication skills
Ability to build relationships and communicate effectively with peers and management
Proven ability to manage multiple tasks and projects across teams and locations
Ability to prioritize assignments and produce high-quality work with minimal direction
Self-starter with strong follow-up and problem-solving skills

Responsibilities

Maintain system databases with complete and accurate agent and client information
Perform timely system updates in response to staffing and scheduling transactions
Monitor call volume trends across multiple queues and sites
Manage and optimize service center schedules based on forecasted and real-time needs
Coordinate off-phone activities (e.g., training, meetings) to minimize service disruptions
Serve as a primary contact for daily scheduling issues
Recommend schedule adjustments and optimizations based on observations and trends
Complete ad hoc reporting and analysis projects to support the WFM and Service Center leadership teams
Identify recurring issues with systems, policies, or processes and suggest improvements
Create and maintain scheduling process documentation
Occasionally assist in special projects or other duties as assigned
Annual Enrollment / large project planning – review prior years’ successes and areas for improvement, assess changes for scheduling needs by analyzing options to optimize staffing levels per pod and region
Participate in ongoing pod calls to promote productive communication between WFM and Operations teams
Other related duties as assigned

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identity theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid Holidays
Annual Paid Time Off (includes state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements