Workforce Scheduling Senior Analyst

Position Summary

We are seeking an experienced Senior Workforce Management Scheduling Analyst to manage workforce schedules in a complex contact center environment. This role is responsible for translating forecasted demand into effective staffing plans that support service level goals, customer experience, and operational efficiency.

The ideal candidate will have advanced NICE Workforce Management (WFM) experience and a proven ability to partner with Operations leadership, present workforce recommendations, facilitate staffing discussions, and influence business decisions through data-driven insights. This is not a transactional scheduling role; it requires strong analytical skills, stakeholder management, and leadership presence.

Key Responsibilities

Workforce Scheduling

• Develop, publish, and maintain schedules within NICE WFM to support staffing requirements and operational objectives.
• Optimize shifts, breaks, offline activities, and staffing placement to align resources with projected demand.
• Evaluate schedule effectiveness and adjust plans to address changing business conditions, staffing gaps, and shrinkage impacts.
• Maintain schedule compliance with applicable business rules and workforce policies.

Staffing Analysis

• Analyze staffing requirements and identify risks related to service levels, coverage, occupancy, and resource utilization.
• Provide recommendations regarding overtime, schedule changes, staffing shortages, and capacity constraints.
• Monitor workforce performance metrics and identify opportunities to improve efficiency and customer outcomes.
• Support workforce planning initiatives through data analysis and reporting.

Stakeholder Management & Leadership

• Serve as the primary scheduling partner for Operations and Workforce Management leadership.
• Lead workforce planning, staffing review, and scheduling meetings with business stakeholders.
• Present staffing risks, recommendations, and workforce insights to leadership audiences.
• Build strong partnerships across Operations, Forecasting, Training, HR, Recruiting, and Workforce Management teams.
• Influence decisions through clear communication, business acumen, and fact-based recommendations.

Reporting & Continuous Improvement

• Produce and maintain reporting related to staffing, schedule efficiency, adherence, shrinkage, overtime, and service levels.
• Develop executive-ready presentations that communicate workforce trends and operational impacts.
• Identify process improvements and recommend enhancements to scheduling practices and workforce management processes.
• Support initiatives that improve workforce flexibility, employee experience, and operational performance.

Required Qualifications

Experience

• Bachelor's degree in Business, Analytics, Operations, or related field, or equivalent experience.
• 3-5 years of Workforce Management experience in a contact center environment.
• 1+ years of hands-on scheduling experience using NICE Workforce Management.
• Experience supporting multiple lines of business and complex staffing models.
• Proven experience presenting recommendations and leading discussions with leadership teams.

Technical Skills

• Advanced proficiency with NICE WFM including:
  • Schedule generation
  • Staffing analysis
  • Schedule optimization
  • Employee Engagement Manager (EEM)
  • Real-Time Adherence
• Moderate Excel skills.
• Experience with Power BI, Tableau, AWS Connect, Amazon Quick or similar reporting platforms.
• Strong understanding of forecasting, scheduling, shrinkage, staffing models, and service level management.

Leadership Competencies

• Strong stakeholder engagement and relationship-building skills.
• Ability to lead meetings and facilitate workforce planning discussions.
• Excellent verbal, written, and presentation skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage competing priorities in a fast-paced environment.
• Demonstrated ability to influence decisions through data and business insights.

Ideal Candidate Profile

The successful candidate is a NICE WFM expert who can:

• Build and optimize schedules.
• Translate workforce data into business recommendations.
• Lead staffing discussions with operational leaders.
• Partner effectively across multiple departments.
• Drive workforce decisions that improve staffing efficiency and operational performance.

Why Join Us:

• Opportunity to work with cutting-edge technologies and innovative projects.
• Collaborative and inclusive work environment.