Job Description
This role involves managing and optimizing workforce schedules for a contact center, ensuring adequate staffing levels, handling absences and shift swaps, and monitoring adherence to operational targets to support the company's global support operations.
Key Responsibilities
- Create and optimize weekly and monthly agent schedules to ensure adequate coverage and meet service level targets while respecting labor laws and agent preferences.
- Manage requests for paid time off, sick leave, and other absences in accordance with company policies and staffing needs.
- Administer and manage shift bid processes and agent-initiated schedule swaps to maintain operational balance.
- Monitor and report on agent schedule adherence, providing data for coaching and performance improvement.
Requirements
- Bachelor's or Associate degree in a related field e.g. Business Administration, Operations Management or equivalent experience.
- At least 2 years of Workforce Management experience in an intraday real-time scheduling role within a contact center, preferably in a multi-site environment.
- Previous experience working with Workforce Management (WFM) Tools such as NICE IEX, Aspect, Verint, or Assembled.
- Solid understanding of contact center terminology and KPIs including service level, Average Handle Time (AHT), shrinkage, and occupancy.
- Strong business, operational, and procedural knowledge of a multi-channel contact center.
- Intermediate-level experience in Microsoft Excel and Google Sheets.
- Experience in analyzing, interpreting, and summarizing data, as well as presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders in a succinct manner.
Benefits & Perks
Above-market total compensation including base salary, performance-based bonus, and equity for eligible roles
Flexible, employee-led remote work model with support for in-person, hybrid, or fully remote work
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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