Workforce Planning & Scheduling Specialist

1-800 Contacts•Draper, UT

1d•Hybrid

About The Position

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come! If you enjoy using data to solve problems and thinking ahead to keep a fast-paced operation running smoothly, this is a great opportunity to make a meaningful impact. As a Scheduling Specialist, you’ll combine forecasting, analytics, and collaboration to make sure we have the right people in the right place at the right time across our Customer Department and Distribution Center. You’ll partner closely with Operations and Intraday teams to anticipate staffing needs, adjust plans as business needs change, and make data-driven recommendations that improve both customer and employee experiences. It’s a role where your analytical skills and ability to think proactively can directly influence operational performance and help the business stay ahead of what’s coming.

Requirements

2+ years in workforce management, operations, or call centers, emphasizing scheduling, staffing, and performance analysis.
Experience with NICE CxOne, IEX, or similar Work Force Management platforms preferred for forecasting, scheduling, and adjustments.
Experience modeling attrition, shrinkage, and learning curves to determine accurate new hire requirements.
Strong analytical skills to interpret data, spot trends, conclude, and present results via Excel.
Exceptional communication (oral, written, listening) to engage stakeholders, influence, and build relationships.
Proficiency in Excel/Word; keen attention to detail for analysis, reporting, and optimization.
Willingness and ability to work 3 days per week onsite as part of our hybrid work model.

Nice To Haves

Leadership experience a plus, including supervision and team coordination.
Ability to build trust/relationships, uphold confidentiality, and adapt to change positively.
Ability to handle multiple priorities/complex projects in fast-paced settings with accuracy/efficiency.

Responsibilities

Make mid-term (1–12 weeks) staffing/scheduling adjustments using CxOne/IEX to hit SL goals, adapting to volume changes, shrink, events while balancing preferences/needs.
Manage schedules, patterns, PTO/vacation, time off allotments, channel OUs, and schedule changes for optimal coverage, skills, compliance, and minimal disruptions in call center/distribution.
Maintain the Long-Term Capacity Plan, reconciling 'Actuals vs. Forecast' headcount weekly to trigger hiring requests with Recruiting.
Analyze volumes, attrition, trends, and variables (e.g., events, meetings); track/report metrics and recommend adjustments for productivity/resource optimization.
Conduct ad hoc data pulls/analysis/forecasting for partners, using historical data, seasonality, and adherence to aid decisions.
Communicate insights, risks, adjustments, and recommendations to leaders/management to boost efficiency, readiness, optimization, and reduce service risks.