Workforce Scheduler

We’re Looking For A(n): Workforce Scheduler 

Location: Remote

What You’ll Be Doing: The Workforce Scheduler works with all GPCC departments to coordinate staffing in alignment with service goals. This role maintains agent schedules for multiple lines of business and optimizes planned activities providing continuity of schedule coverage.  The Scheduler works closely with WFM Coordinators to identify and report trends impacting staffing to leadership. This role will also be responsible for maintenance of teams, supervisors, and agent records across several systems used for performance reporting. This position interfaces regularly with employees, managers, and supervisors, requiring discretion, initiative, and strong attention to detail.

• Publishes weekly schedules to include planned activities while providing continuity of coverage through all hours of operation 
• Maintains short-term forecasts in the WFM system to ensure published schedules align to expected volume patterns
• Maintains agent records to reflect team changes, agent attrition and new hire assignments 
• Produces various WFM performance reports including schedule accuracy and forecast variance
• Manages the Shift Bid process as business needs arise 
• Facilitates weekly meetings with Supervisors to align on upcoming events to be planned in short term schedules
• Analyize forecasts and schedules to determine time off allotments 
• Provides back up to WFM Coordinators for real-time support as needed 
• Maintains confidentiality regarding employee scheduling, attendance, performance, and personnel information to protect sensitive employee data
• Performs other duties as assigned

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Knowledge: Demonstrates an understanding of scheduling optimization in a contact center environment
• Technical Knowledge: Proficient in use of workforce management software and performing intermediate data analysis using Excel or Google Sheets with use of Pivot Tables, VLOOKUP and formulas across multiple spreadsheets
• Critical Thinking: Demonstrates strong critical thinking and problem-solving skills to proactively identify and resolve issues effectively
• Organizational and Time Management Skills: Ability to prioritize multiple tasks efficiently, taking ownership while maintaining accuracy with minimal supervision
• Collaboration and Communication: Ability to collaborate with business partners at all levels and convey information clearly and effectively 
• Adaptability: Capacity to embrace change, remain flexible, and quickly adjust to new circumstances or priorities in a fast-paced environment
• Company Values & Environment: Contributes to a positive working environment by exemplifying the company's core values: Act Like Owners, Customers and Pets First, Share a Clear Story, Build for the Long Term, Move Fast with Discipline, Deal with Issues Directly, and Celebrate Our People
• Required Education: High School Diploma or equivalent work-related experience (3+ years)

• Required Experience: 

  • Prior workforce management experience 
  • Solid understanding of workforce management concepts including adherence, shrinkage, skill monitoring and KPI reporting
  • Thorough knowledge of Windows based applications and software programs

• Preferred Experience: 

  • Use of workforce management software (NICE, Verint, Genesys)
  • Prior scheduling experience in a multi-skilled, multi-channel environment
  • Use of phone software for agent reporting (Five9, Avaya, Genesys)
  • Proficiency with basic Microsoft Office software, specifically Excel and Word
  • Google Workspace proficiency

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $23.08-$28.05, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.