Workforce Planning & Scheduling Specialist

1-800 Contacts; Draper (UT); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and services

Excellent healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement program

In-house restaurant with discounted食

Job summary

SeekWell, the parent of 1-800 Contacts, invites a Scheduling Specialist to join our Customer Operations team. You’ll blend forecasting, analytics, and collaboration to ensure staffing aligns with demand across our Customer Department and Distribution Center.

Partner with Operations and Intraday teams to anticipate needs and provide data-driven recommendations that improve both customer and employee experiences.

Qualifications

• 2+ years in workforce management, operations, or call centers.
• Experience with NICE CxOne, IEX, or similar Workforce Management platforms.
• Experience modeling attrition, shrinkage, and learning curves for staffing.
• Strong analytical skills to interpret data and present results in Excel.
• Exceptional communication to engage stakeholders and build relationships.
• Proficiency in Excel/Word; attention to detail for analysis and optimization.
• Willingness to work 3 days per week onsite in a hybrid model.

Responsibilities

• Make mid-term staffing/scheduling adjustments using CxOne/IEX to hit service level goals.
• Manage schedules, PTO, vacation, time off allotments, channel OUs, and schedule changes for optimal coverage and compliance.
• Maintain the Long-Term Capacity Plan and reconcile Actuals vs Forecast weekly to trigger hiring requests.
• Analyze volumes, attrition, trends, and variables; track/report metrics and recommend adjustments for productivity.
• Conduct ad hoc data pulls/analysis/forecasting for partners using historical data and seasonality.
• Communicate insights, risks, adjustments, and recommendations to leaders to boost efficiency and readiness.

Skills

Workforce management

Operations experience

Call centers

Analytical skills

Excel

Communication

Tools

CxOne/IEX

Job description

Who We Are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Who We Are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

If you enjoy using data to solve problems and thinking ahead to keep a fast-paced operation running smoothly, this is a great opportunity to make a meaningful impact. As a Scheduling Specialist, you’ll combine forecasting, analytics, and collaboration to make sure we have the right people in the right place at the right time across our Customer Department and Distribution Center. You’ll partner closely with Operations and Intraday teams to anticipate staffing needs, adjust plans as business needs change, and make data-driven recommendations that improve both customer and employee experiences. It’s a role where your analytical skills and ability to think proactively can directly influence operational performance and help the business stay ahead of what’s coming.

What You’ll Do

• Make mid-term (1–12 weeks) staffing/scheduling adjustments using CxOne/IEX to hit SL goals, adapting to volume changes, shrink, events while balancing preferences/needs.


• Manage schedules, patterns, PTO/vacation, time off allotments, channel OUs, and schedule changes for optimal coverage, skills, compliance, and minimal disruptions in call center/distribution.


• Maintain the Long-Term Capacity Plan, reconciling 'Actuals vs. Forecast' headcount weekly to trigger hiring requests with Recruiting.


• Analyze volumes, attrition, trends, and variables (e.g., events, meetings); track/report metrics and recommend adjustments for productivity/resource optimization.


• Conduct ad hoc data pulls/analysis/forecasting for partners, using historical data, seasonality, and adherence to aid decisions.


• Communicate insights, risks, adjustments, and recommendations to leaders/management to boost efficiency, readiness, optimization, and reduce service risks.

What You'll Need

• 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.

Why we will love you

• Organized, self-motivated, independent with robust problem-solving.


• Leadership experience a plus, including supervision and team coordination.


• Ability to build trust/relationships, uphold confidentiality, and adapt to change positively.


• Ability to handle multiple priorities/complex projects in fast-paced settings with accuracy/efficiency.

Perks

• Free eye exams for your entire family


• Deep discounts on lenses, glasses, and other services


• Amazing healthcare coverage


• 401(k) match


• Flexible PTO


• Tuition reimbursement program


• In-house restaurant with highly discounted meals (Steak dinner under $6)


• Free snacks, ice cream, and drinks every day


• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.