Workforce Management (WFM) Specialist

Solace

About The Position

We are looking for a WFM Scheduler / Specialist to own the day-to-day scheduling engine that keeps our Customer Experience team running at its best. You'll build and maintain agent schedules, manage PTO and exceptions, and serve as the operational backbone that ensures we're staffed to meet SLAs as we scale. This role is ideal for someone who loves precision, thrives in operational detail, and takes pride in building reliable processes from the ground up.

Requirements

3+ years of experience in workforce management scheduling within a Customer Experience or contact center environment.
Deep experience with WFM software (Assembled, Calabrio, Verint, NICE or similar)
Strong proficiency in Google Sheets or Excel when analysis is needed outside of WFM system.
Strong attention to detail and a track record of keeping high-volume scheduling processes accurate under pressure.
Clear, proactive communicator — able to work cross-functionally with CX managers and leaders on time-sensitive staffing needs.
Ability to move fast with limited structure and a bias toward building repeatable process rather than one-off fixes.
You bring a whatever-it-takes work ethic to everything you touch — the schedule gets done, the exceptions get managed, and the team is covered. Full stop.
Applicants must be based in the United States.

Nice To Haves

Familiarity with payroll systems and hourly employee time-tracking workflows (e.g., Gusto, Workday).
Exposure to healthcare, marketplace, or other high-complexity, regulated industries.

Responsibilities

Build and publish weekly agent schedules across all CX channels, optimizing coverage during operating hours against forecasted demand.
Manage PTO requests, schedule change requests, and exceptions — balancing individual needs with capacity requirements and SLA goals.
Administer shift bids and scheduling governance processes as the team scales, ensuring fairness, consistency, and operational efficiency.
Maintain staffing plan accuracy on a rolling basis, reconciling scheduled headcount against productive FTE targets weekly.
Partner with CX Managers daily to communicate schedule expectations, process intraday adjustments, and support real-time queue needs.
Track and report on schedule adherence, shrinkage, and utilization — flagging trends and recommending adjustments to the WFM Manager.
Maintain and continuously improve SOPs for scheduling, exception management, PTO governance, and timecard reconciliation.
Serve as a primary administrator for WFM scheduling functionality and any WFM tooling used to support scheduling operations.
Support onboarding coordination for new hire classes — ensuring start dates, training schedules, and productive date timelines are accurately reflected in staffing plans.
Maintain CX rosters and attributes