Workforce Management Scheduler

The Workforce Management (WFM) Scheduling Administrator supports Service Center operations by combining technical proficiency with business insight. This role is responsible for maintaining staff schedules aligned with service objectives, ensuring system databases are updated with accurate information, and collaborating with key stakeholders to adjust schedules based on real-time operational needs.

The scheduler is accountable for multiple clients and a wide range of client-specific skills in a complex, multi-site contact center environment. This includes monitoring, reporting, and analyzing staffing levels to ensure adequate coverage, while also ensuring that required training sessions and off-phone tasks are completed on schedule without negatively impacting client Service Level Agreement (SLA) expectations.

Schedulers leverage a variety of workforce management systems and methodologies, including NICE, Genesys, MCCH, Erlang, and Microsoft Excel to execute scheduling tasks and make informed recommendations. This position rarely requires travel.

The Role:

• Maintain system databases with complete and accurate agent and client information

• Perform timely system updates in response to staffing and scheduling transactions

• Monitor call volume trends across multiple queues and sites

• Manage and optimize service center schedules based on forecasted and real-time needs

• Coordinate off-phone activities (e.g., training, meetings) to minimize service disruptions

• Serve as a primary contact for daily scheduling issues

• Recommend schedule adjustments and optimizations based on observations and trends

• Complete ad hoc reporting and analysis projects to support the WFM and Service Center leadership teams

• Identify recurring issues with systems, policies, or processes and suggest improvements

• Create and maintain scheduling process documentation

• Occasionally assist in special projects or other duties as assigned

• Annual Enrollment / large project planning – review prior years’ successes and areas for improvement, assess changes for scheduling needs by analyzing options to optimize staffing levels per pod and region

• Participate in ongoing pod calls to promote productive communication between WFM and Operations teams

• Other related duties as assigned

The Workforce Management (WFM) Scheduling Administrator supports Service Center operations by combining technical proficiency with business insight. This role is responsible for maintaining staff schedules aligned with service objectives, ensuring system databases are updated with accurate information, and collaborating with key stakeholders to adjust schedules based on real-time operational needs.

The scheduler is accountable for multiple clients and a wide range of client-specific skills in a complex, multi-site contact center environment. This includes monitoring, reporting, and analyzing staffing levels to ensure adequate coverage, while also ensuring that required training sessions and off-phone tasks are completed on schedule without negatively impacting client Service Level Agreement (SLA) expectations.

Schedulers leverage a variety of workforce management systems and methodologies, including NICE, Genesys, MCCH, Erlang, and Microsoft Excel to execute scheduling tasks and make informed recommendations. This position rarely requires travel.

The Role:

• Maintain system databases with complete and accurate agent and client information

• Perform timely system updates in response to staffing and scheduling transactions

• Monitor call volume trends across multiple queues and sites

• Manage and optimize service center schedules based on forecasted and real-time needs

• Coordinate off-phone activities (e.g., training, meetings) to minimize service disruptions

• Serve as a primary contact for daily scheduling issues

• Recommend schedule adjustments and optimizations based on observations and trends

• Complete ad hoc reporting and analysis projects to support the WFM and Service Center leadership teams

• Identify recurring issues with systems, policies, or processes and suggest improvements

• Create and maintain scheduling process documentation

• Occasionally assist in special projects or other duties as assigned

• Annual Enrollment / large project planning – review prior years’ successes and areas for improvement, assess changes for scheduling needs by analyzing options to optimize staffing levels per pod and region

The Requirements: 

• Minimum 1 year of experience in a call center or service center environment

• Proficiency in Microsoft Office tools (Word, PowerPoint, Outlook)

• Intermediate or higher-level proficiency in Microsoft Excel

• Ability to use date/time, text, and statistical formulas

• Comfortable creating charts, graphs, and professional formatting

• Strong verbal and written communication skills

• Ability to build relationships and communicate effectively with peers and management

• Proven ability to manage multiple tasks and projects across teams and locations

• Ability to prioritize assignments and produce high-quality work with minimal direction

• Self-starter with strong follow-up and problem-solving skills

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $48,000.00-$58,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources. 
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets