Workforce Scheduling Supervisor

Vagaro • Pleasanton, CA

1d • Onsite

About The Position

As the Workforce and Scheduling Supervisor, you lead the daily scheduling activities, ensuring high utilization rates and meeting operational requirements within the contact center. Your role requires being the point of contact for all contact center agents' schedule and attendance inquiries. This position involves coordinating with management and recruitment to forecast staffing needs, develop staffing plans, and provide recommendations for enhancing scheduling and operational efficiency. Advanced communication and analytical skills are essential in this role. This role is based onsite in Pleasanton, CA Monday through Friday.

Requirements

• 1-2 years of related experience in contact center operations and employee scheduling roles.
• Exceptional communication skills as a point of contact for a high volume of team members.
• Proficiency in utilizing workforce management software, inbound call tracking software, and other tools relevant to contact center operations.
• Strong understanding of policies and procedures.
• Ability to manage staff scheduling efficiently while optimizing processes for improved operations.
• Advanced analytical skills for data interpretation and reporting.
• Intermediate Excel proficiency for building and maintaining reports.
• A positive, team-oriented attitude with a genuine passion for keeping the support team engaged and motivated.
• Typically requires a high school diploma.

Nice To Haves

• Apply expertise in company-specific contact center management, contact forecasting, and attendance policies and procedures.
• Manage staff scheduling and timecards using workforce management software and inbound call tracking tools.
• Learn and adapt to proprietary Vagaro Call Center staffing and forecasting tools.
• Learn and adapt to HRIS and Time Clock systems.
• Intermediate proficiency in Microsoft Excel, including comfort with formulas, pivot tables, and data organization for reporting.

Responsibilities

• Lead day to day scheduling functions to optimize workforce utilization and meet operational demands.
• Coordinate with management and recruitment to forecast headcount needs and develop staffing plans accordingly.
• Provide recommendations for improving contact center scheduling and operational processes.
• Supervise all contact center agents' attendance, timecards, and break schedules.
• Monitor timecards and follow-up with support staff directly to address corrections or discrepancies to help ensure data is up-to-date and ready for payroll.
• Partner and coordinate with payroll and contact center leadership to streamline operations.
• Contribute to the development of processes and procedures aimed at enhancing operational efficiency.
• Articulate schedule expectations, changes, and operational demands clearly and comprehensively to all contact center agents in-person and via various channels, including Teams, Outlook, and HRIS.
• Provide closed-loop feedback to engineering partners for ongoing operational improvements to the proprietary tool used by Vagaro's contact center.
• Utilize advanced analytical skills to analyze data and generate reports on attendance metrics, contact center forecasting, and workforce scheduling.
• Monitor real-time contact volumes and provide statistical reporting for informed decision-making.
• Provide insights directly to Support Leadership to address staffing needs and trends.
• Serve as a champion of fun for the support team, bringing positive energy, building morale, and helping create an engaging and supportive environment for contact center agents.

Benefits

• Competitive salary
• Performance-based bonuses
• 15 accrued days of PTO
• 10 company holidays annually
• Comprehensive healthcare, dental, and vision plans for you and your family
• Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork
• $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments
• $50 monthly stipend for our onsite microkitchen
• Complimentary DoorDash DashPass subscription
• College Assistance Reimbursement
• Access to EAP & Work/Life Programs
• LinkedIn Learning account
• 401k program with 4% matching
• Optional life/supplemental insurance
• Access to our on-site gym
• Flavored water dispenser
• Basketball court

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED