colibrigroup - Workforce Management Scheduler
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Requirements
• Bachelor's degree in business or analytics or equivalent combination of education or 3 years call center work experience considered in lieu of degree. • Experience with Calabrio or other workforce planning tools preferred. • Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support. • Strong analytical skills with the ability to interpret operational data and make sound recommendations quickly. • Advanced proficiency in Microsoft Excel or Google Sheets. • Strong attention to detail and organizational skills. • Strong verbal and written communication skills. • Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure. • Experience in a contact center or high-volume service environment. • Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance. • Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems. • Experience supporting omni-channel environments. • Strong understanding of schedule construction and interval-level coverage. • Ability to translate demand requirements into practical staffing schedules. • Strong attention to detail and commitment to accuracy. • Ability to balance multiple priorities, constraints, and competing business needs. • Sound judgment and confidence in making operational recommendations. • Strong time management and ability to meet deadlines. • Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders. • Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes.
Responsibilities
• Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities. • Create schedules for voice, chat, email, back-office, and other supported work types, as applicable. • Incorporate shrinkage, breaks, lunches, meetings, training, PTO, and other offline activities into schedules. • Publish schedules accurately and on time in accordance with business timelines. • Maintain schedule data and ensure schedule updates are reflected correctly in workforce management systems. • Support schedule changes related to reforecasts, staffing changes, business events, and operational needs. • Evaluate schedule quality and interval-level coverage to identify opportunities for improvement. • Balance customer demand, staffing efficiency, compliance requirements, and employee experience when building schedules. • Review overstaffed and understaffed intervals and make recommendations to improve coverage. • Optimize placement of breaks, lunches, shrinkage, and offline activities to reduce avoidable service risk. • Support overtime, voluntary time off, and schedule adjustment planning where appropriate. • Partner with workforce leadership to improve schedule efficiency and alignment to demand. • Manage shift changes, swaps, and other schedule-related processes as applicable. • Process and maintain schedule exceptions, including PTO, training, meetings, and other approved changes. • Ensure schedules remain compliant with labor rules, business policies, and operational guidelines. • Audit schedule inputs, coding, and outputs for accuracy and consistency. • Maintain schedule-related records, documentation, and change history. • Partner with forecasting to understand staffing requirements and volume trends. • Partner with real-time analysts and operations leaders to adjust schedules based on changing business needs. • Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders. • Support discussions around staffing tradeoffs, schedule fit, and operational constraints. • Provide feedback on recurring schedule design issues, coverage gaps, and process improvement opportunities. • Analyze schedule performance against staffing requirements and operational outcomes. • Support reporting on schedule efficiency, coverage accuracy, schedule stability, and exception trends. • Identify patterns in schedule change volume, shrinkage placement, adherence impact, and staffing gaps. • Use scheduling data to recommend improvements to future schedule design and workforce planning. • Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices. • Identify opportunities to improve schedule workflows, automation, reporting, and data accuracy. • Support audits and reviews of schedules, exceptions, and compliance-related items. • Participate in continuous improvement efforts across the workforce management function.
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