Workforce Management Scheduler

Walgreens • Orlando, FL

10d

About The Position

This is an entry-level scheduling position that uses Workforce Management System functionality to support scheduling tasks for contact center teams. The role makes decisions that balance cost and service while supporting effective contact center scheduling. It reviews requests and recommends alternatives for offline activities, schedule adjustments, and other accommodations using historical trends, staffing availability, and forecast demand. The role also analyzes scheduling and staffing trends, maintains WFM system data, updates schedules and related adjustments, and supports service-level issue resolution and workforce recovery procedures.

Requirements

• Bachelor’s degree, or high school diploma/GED and at least 3 years of experience in contact center or workforce administration.
• Experience communicating verbally and in writing with various audiences.
• Experience providing customer service to internal and external customers, meeting service quality standards, and evaluating customer satisfaction.
• Experience analyzing and reporting data to identify issues, trends, or exceptions, drive improvements, and find solutions.
• Intermediate skill in Microsoft Excel, PowerPoint, and Word.

Responsibilities

• Approve requests or provide alternative recommendations for future offline activities, such as training and coaching, break and lunch adjustments, and other scheduling accommodations, based on historical trends, staffing availability, and forecast demand.
• Analyze and report scheduling and staffing trends, providing Operations with coverage improvement recommendations and efficiency strategies at seasonal, monthly, weekly, daily, and interval levels.
• Recommend process improvements to reduce manual work and promote consistent quality and efficiency.
• Audit reports and maintain data integrity in related WFM systems, including maintaining team member records, defining new team members, moving team members between departments, removing separated team members, and maintaining agent skills, availability, and time-off parameters.
• Use established communication tools to complete administrative tasks and update WFM systems with schedule changes and trades, overtime, voluntary time off, and other manual adjustments.
• Escalate service-level-impacting challenges to appropriate parties and participate in and communicate resolution strategies.
• Participate in project meetings as necessary.
• Conduct emergency notification and workforce recovery procedures during business disruptions, including weather-related outages and system failures.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level