Strategic Workforce Planner & Scheduling Lead

1-800 Contacts; Draper, Northern (UT, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Free eye exams for your family

Lenses and service discounts

401(k) match

Flexible PTO

In-house restaurant discounts

Snacks, ice cream, drinks daily

Full onsite gym

Job summary

SeekWell in Draper, UT, is seeking a Workforce Planning & Scheduling Specialist to join our hybrid team. You will blend forecasting, analytics, and collaboration to ensure staffing aligns with demand across the Customer Department and Distribution Center.

Partner with Operations and Intraday to anticipate needs and adjust plans as business changes occur. The role emphasizes data-driven decisions, strengthening customer and employee experiences, and improving operational performance in a

Qualifications

• 2+ years in workforce management, operations, or call centers, emphasizing scheduling, staffing, and performance analysis.
• Experience with NICE CxOne, IEX, or similar Work Force Management platforms preferred for forecasting, scheduling, and adjustments.
• Experience modeling attrition, shrinkage, and learning curves to determine accurate new hire requirements.
• Strong analytical skills to interpret data, spot trends, conclude, and present results via Excel.
• Exceptional communication (oral, written, listening) to engage stakeholders, influence, and build relationships.
• Proficiency in Excel/Word; keen attention to detail for analysis, reporting, and optimization.
• Willingness and ability to work 3 days per week onsite as part of our hybrid work model.

Responsibilities

• Make mid-term staffing/scheduling adjustments usingCxOne/IEX to hit SL goals and adapt to volume changes.
• Manage schedules, PTO/vacation, time off allotments, and schedule changes for optimal coverage and minimal disruptions.
• Maintain Long-Term Capacity Plan, reconcile Actuals vs. Forecast headcount weekly.
• Analyze volumes, attrition, trends, and variables; track and report metrics; recommend adjustments.
• Conduct ad hoc data pulls/forecasting for partners using historical data and seasonality.
• Communicate insights, risks, adjustments, and recommendations to leaders to boost efficiency.

Skills

Workforce management

Scheduling

Forecasting

Data analysis

Excel proficiency

Tools

NICE CxOne

IEX

Job description

SeekWell in Draper, UT, is seeking a Workforce Planning & Scheduling Specialist to join our hybrid team. You will blend forecasting, analytics, and collaboration to ensure staffing aligns with demand across the Customer Department and Distribution Center.

Partner with Operations and Intraday to anticipate needs and adjust plans as business changes occur. The role emphasizes data-driven decisions, strengthening customer and employee experiences, and improving operational performance in a