Hybrid Senior Workforce Planner: Master Schedules & Forecasts

ADP; El Paso (TX); Hybrid; USD 25,568 - 47,747; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401(k) match

Wellness program

Disability insurance

Charitable contribution match

Paid holidays

Job summary

ADP seeks a Senior Workforce Planning Specialist to develop and optimize staff schedules, using forecast data and WFM tools to meet service levels while controlling costs. The role blends real-time scheduling, reporting, and collaboration with forecasting teams to ensure SLA attainment and efficient staffing.

The ideal candidate thrives in a fast-paced environment, demonstrates strong analytical skills, and maintains data integrity across systems.

Qualifications

• 2+ years in Workforce Management, scheduling, or call center operations.
• Strong analytical and problem-solving abilities.
• Proficiency with WFM tools like Genesys Cloud, NICE, or Verint.
• Advanced Excel skills including pivot tables.
• Strong attention to detail and organization.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Update daily shift exceptions in real time in scheduling system.
• Monitor call volumes and real-time adherence; report to leadership.
• Prepare reports (adhesion, operating reports) for leadership.
• Create and maintain accurate agent schedules based on forecasted demand.
• Optimize schedules to meet SLAs and productivity.
• Manage schedule adjustments including swaps and time-off.
• Collaborate with forecasting and real-time teams for alignment.
• Analyze scheduling effectiveness and suggest improvements.
• Ensure compliance with labor laws and policies.
• Monitor adherence trends and provide insights.
• Support capacity planning by identifying staffing gaps.
• Maintain data integrity in workforce systems.
• Generate dashboards on scheduling performance.

Skills

Workforce Management

Analytical skills

WFM tools

Excel (Advanced)

Attention to detail

Fast-paced environment

Education

Bachelor’s degree in Business, Finance, Statistics, or related field

Tools

Genesys Cloud

NICE

Verint

Job description

ADP seeks a Senior Workforce Planning Specialist to develop and optimize staff schedules, using forecast data and WFM tools to meet service levels while controlling costs. The role blends real-time scheduling, reporting, and collaboration with forecasting teams to ensure SLA attainment and efficient staffing.

The ideal candidate thrives in a fast-paced environment, demonstrates strong analytical skills, and maintains data integrity across systems.