Full-Time Workforce Management (WFM) Scheduling Analyst

Full-Time Workforce Management (WFM) Scheduling Analyst

Job Description
We are seeking a skilled and detail-oriented Workforce Management (WFM) Scheduling Analyst to join our team. In this role, you will be critical in optimizing workforce schedules to meet weekly, daily, and intra-day goals while maintaining a positive agent experience. You will own scheduling efficiency, analyze variations, forecast call volume and revenue targets, and implement improvements to ensure alignment with planning models.

Minimum Technical Qualifications

• We do not provide equipment. A Windows-based laptop or desktop is required.
  • No Macs, Chromebooks, Tablets or iPads
  • PC must have at least 8GB of RAM, preferably 16GB or higher
• Strong technical, and problem-solving skills
• Hardwire Connection to the Internet (No WiFi)
  • Minimum download speed: 20mbps (Verify at www.SpeedTest.net)
  • Minimum upload speed: 10mbps (Verify at www.SpeedTest.net)
  • Cannot have any Mobile Hotspot or Satellite Internet Providers
• Dual Screens and a High-Quality Headset

Key Responsibilities:

• Real-Time Monitoring: Track call volumes, handle times, and service levels in real-time, taking immediate action to adjust agent schedules or activities to meet targets.
• Collaboration: Work closely with operations to manage intraday staffing needs, including breaks, lunches, and off-phone activities.
• Communication: Keep leadership informed of system outages, high-volume periods, or operational challenges that may impact service delivery.
• Performance Reporting: Provide real-time performance reports and recommend adjustments based on data insights.
• Schedule Management: Analyze and adjust schedules in response to absenteeism, unplanned events, or volume fluctuations, ensuring alignment with forecasts.
• Agent Support: Collaborate with supervisors and team leads to maintain schedule adherence, address productivity issues, and optimize occupancy.
• Model Refinement: Identify opportunities to improve input and scheduling models to minimize variances and enhance overall efficiency.

Mandatory Experience

• Proven experience in workforce management, scheduling, or a similar role.
• Strong analytical skills with the ability to interpret real-time data and make informed decisions.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Proficiency in workforce management software and tools.
• Ability to adapt quickly to changing priorities and manage multiple tasks effectively.
• Detail-oriented with a focus on accuracy and efficiency.

Minimum Job Qualifications

• Successful completion of a mandatory background check is required. Training compensation is contingent on passing this screening.
• Proven ability to maintain high performance in a fast-paced environment, while balancing multiple tasks at the same time.
• Exceptional attention to detail, with excellent verbal and written communication skills.
• A quiet, dedicated place to work. It is critical to prevent background noise from kids, pets, traffic, doorbells, TVs, radios, etc.

Availability

• Schedule: Open availability 7 days a week from 8 am - 8 pm EST.

Compensation and Benefits

• Pay Rate: $17.50/hr
• Benefits:
  • Medical, dental, and vision coverage.
  • Retirement benefits with company match.
  • Sick time and personal paid time off.
  • Quarterly perfect attendance bonus.

All of the above requirements will be verified in your interview.

Note: Some benefits are subject to eligibility requirements, including employment term and other factors.

About us

Frontline Call Center is a W2 employer that does not hire independent contractors.

Compensation$17.50/hr