WFM Scheduling Analyst

About The Role

The WFM Scheduling Specialist III is a senior-level subject matter expert responsible for the end-to-end design, execution, and optimization of global scheduling strategies. This role requires advanced proficiency in WFM systems (e.g., NICE IEX), deep analytical skills, and the ability to partner directly with Operations leadership to balance business objectives (SLA compliance, occupancy, cost) with employee well-being.

What The Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

Complex Schedule Generation: Design, build, and publish optimized schedules for multi-site, global operations spanning internal Centers of Excellence (COEs) and external Business Process Outsourcers (BPOs).

Shift Strategy: Lead shift alignment transitions (e.g., transitioning from 18/7 to 24/7 coverage models) based on changing arrival patterns, volume forecasts, and business requirements.

Interval Optimization: Proactively identify interval-level coverage gaps and execute strategies such as shift slides, break optimization, and cross-skill deployment to protect Service Level Agreements (SLAs).

Shrinkage Management: Gate and manage offline activities (PTO, training, coaching, nesting) against allowable shrinkage parameters to prevent artificial capacity constraints.

Business Continuity Planning (BCP): Serve as the strategic lead during outages or extreme weather events, executing rapid schedule adjustments, voluntary overtime (VOT) rollouts, and queue reprioritization to stabilize operations.

Basic Qualifications

Experience: 3+ years of hands-on Workforce Management experience, with a heavy emphasis on capacity planning and schedule generation for global contact centers.

Technical Proficiency: Advanced knowledge of WFM enterprise software (NICE IEX highly preferred), ticketing systems (Jira), and advanced spreadsheet functionalities.

Analytical Mindset: Strong ability to interpret data from a strict numerical standpoint to substantiate business decisions.

Communication: Exceptional written and verbal communication skills, with the proven ability to present complex WFM concepts to non-WFM leaders confidently.

Preferred Qualifications

Experience: 3+ years of hands-on Workforce Management experience, with a heavy emphasis on capacity planning and schedule generation for global contact centers.

Technical Proficiency: Advanced knowledge of WFM enterprise software (NICE IEX highly preferred), ticketing systems (Jira), and advanced spreadsheet functionalities.

Analytical Mindset: Strong ability to interpret data from a strict numerical standpoint to substantiate business decisions.

Communication: Exceptional written and verbal communication skills, with the proven ability to present complex WFM concepts to non-WFM leaders confidently.