Scheduler BR Workforce Management

ACT; Blountville (TN); On-site; USD 55,000 - 85,000; Full time

Job summary

ACT is seeking a Workforce Scheduler to create and optimize staff schedules for a large call center network. You will forecast demand, balance staffing and labor rules, and collaborate with Operations and Workforce Management to meet service goals.

Responsibilities include real-time adjustments, shift management, and data-driven reporting to improve adherence and coverage across locations.

Qualifications

• High school diploma or equivalent is required; a bachelor’s degree is preferred.
• 2–4 years of experience in workforce scheduling or call center operations.
• Experience in large-scale call centers (5,000+ employees preferred).
• Proficiency with workforce management systems (NICE IEX, Verint, Aspect) and advanced Excel skills.

Responsibilities

• Create, maintain, and optimize staff schedules across multiple lines of business, shifts, and locations.
• Allocate shifts based on forecasted demand, staffing requirements, and labor rules.
• Update schedules and manage changes, including swaps and time-off requests.
• Monitor intraday performance and adjust schedules as needed; respond to spikes and outages.

Skills

Excel skills

Strong communication

Organizational skills

Problem solving

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

NICE IEX

Verint

Aspect

Job description

Position

Workforce Scheduler

Department: Workforce Management (WFM)
Reports To: Workforce Supervisor

Position Overview

The Workforce Scheduler is responsible for creating, maintaining, and optimizing staff schedules for a large call center of 12,000+ employees. This role ensures accurate scheduling to meet customer demand, achieve service level goals, and maintain compliance with labor agreements and company policies. The scheduler will collaborate with operations leaders and workforce management teams to balance efficiency, fairness, and employee satisfaction.

Key Responsibilities

• Scheduling & Shift Management
  • Update and maintain Client IDPs
  • Develop, publish, and maintain accurate employee schedules across multiple lines of business, shifts, and locations.
  • Allocate shifts based on forecasted demand, staffing requirements, employee availability, and labor rules.
  • Manage schedule changes, including shift swaps, time-off requests, overtime assignments, and exceptions.
  • Ensure schedules comply with local labor laws, union agreements (if applicable), and company policies.
• Real-Time Adjustments
  • Monitor intraday performance and collaborate with real-time analysts to make adjustments to schedules as needed.
  • Respond quickly to unexpected call volume spikes, absenteeism, or system outages by adjusting breaks, lunches, or reassigning staff.
  • Partner with operations leaders, supervisors, and workforce planners to align schedules with staffing plans and service goals.
  • Serve as a point of contact for scheduling-related questions and concerns from employees and managers.
  • Communicate scheduling policies, guidelines, and updates clearly to employees and stakeholders.
• Data Management & Reporting
  • Maintain scheduling data within workforce management systems (e.g., NICE IEX, Verint, Aspect).
  • Track schedule adherence, time-off balances, and exception codes.
  • Produce reports on scheduling accuracy, utilization, and adherence to identify trends and opportunities for improvement.

Qualifications

Education & Experience

• High school diploma or equivalent required (Bachelor’s degree preferred).
• 2–4 years of experience in workforce scheduling, call center operations, or workforce management.
• Experience working in large-scale call centers (5,000+ employees preferred).
• Proficiency in workforce management systems (e.g., NICE IEX, Verint, Aspect).
• Strong organizational skills with attention to detail and accuracy.
• Ability to balance operational needs with employee preferences fairly.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills, with the ability to react quickly in a fast-paced environment.
• Intermediate to advanced Excel or reporting tool skills.

Key Performance Indicators (KPIs)

• Schedule accuracy and coverage percentage.
• Schedule adherence and shrinkage management.
• Overtime and under-time utilization.
• Employee satisfaction with scheduling processes.
• Service level consistency.