Senior Workforce Planner: Real-Time Scheduling & Optimization

ADP, Inc.; Norfolk (VA); Hybrid; USD 26,000 - 48,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Matched Retirement Savings

Wellness Program

Short-and Long-Term Disability

Charitable Contribution Match

Holidays

Personal Days & Vacation

Paid Volunteer Time Off

Job summary

ADP, Inc. in the United States is seeking a Senior Workforce Planning Specialist (Workforce Planning Coordinator II) to develop, maintain, and optimize staff schedules. This role uses forecasting data, business trends, and workforce management tools to align staffing with demand, minimize costs, and support operational performance.

The position is hybrid: office 3 days a week and work from home 2 days. Core duties include real-time schedule management, adherence monitoring, reporting, and

Qualifications

• 2+ years of experience in Workforce Management, scheduling, or call center operations.
• Strong analytical and problem-solving skills.
• Proficiency in WFM tools (e.g., Genesys Cloud, NICE, Verint, or similar platforms).
• Advanced Excel skills (pivot tables, formulas, data analysis).
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced, dynamic environment.

Responsibilities

• Updates daily exceptions to the shift schedules in real time within the scheduling system.
• Monitors call volumes, real-time adherence, and offline activities to determine availability.
• Prepares reports (adherence, operating reports) for leadership to meet service level objectives.
• Creates and maintains agent schedules based on forecasted demand.
• Optimizes schedules to meet SLAs, occupancy, and productivity targets.
• Manages schedule adjustments including swaps and time-off requests.
• Collaborates with forecasting and real-time teams for alignment across WFM.
• Analyzes scheduling effectiveness and recommends improvements.
• Ensures compliance with labor laws, policies, and contracts.
• Monitors adherence trends and provides insights to leadership.
• Supports capacity planning by identifying staffing gaps and solutions.
• Maintains data integrity in workforce management systems.
• Generates reports and dashboards on scheduling performance metrics.

Skills

Workforce Management

Analytical skills

Excel skills

Attention to detail

Fast-paced work

Collaboration

Education

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

Tools

Genesys Cloud

NICE

Verint

Job description

ADP, Inc. in the United States is seeking a Senior Workforce Planning Specialist (Workforce Planning Coordinator II) to develop, maintain, and optimize staff schedules. This role uses forecasting data, business trends, and workforce management tools to align staffing with demand, minimize costs, and support operational performance.

The position is hybrid: office 3 days a week and work from home 2 days. Core duties include real-time schedule management, adherence monitoring, reporting, and