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Shift4 · 4 days ago

Scheduling Specialist, Workforce Management

United States

Full-time

Remote

Mid Level

3+ years exp

Shift4 is a leader in commerce-enabling technology, powering billions of transactions annually for businesses worldwide. The WFM Scheduling Specialist is responsible for creating and maintaining schedules, optimizing productivity, and ensuring staffing availability while collaborating with cross-functional teams.

FinanceFinancial ServicesPayments

Responsibilities

Generate and publish schedules at least 4 weeks in advance, including shift start/stop times, breaks/lunches, and off-phone activity (OPA)

Proactively identify overtime or schedule changes needed due to absences or attrition

Create and maintain work shifts, including special exceptions and accommodations, completing adjustments during schedule generation

Collaborate with Training on new hire schedules, nesting periods, and training/continuing education sessions

Manage onboarding and offboarding processes, updating agent profiles in WFM systems

Identify scheduling gaps, monitor adherence, and ensure SLA compliance

Partner with HR for employee accommodations and scheduling adjustments

Conduct routine schedule analysis, interval staffing reviews, and shift bid preparation

Contribute to short-term forecasting efforts by analyzing near-term volume trends and staffing needs to ensure accurate scheduling decisions

Manage time-off request processes without impacting SLAs

Produce daily reports and documentation; continually seek efficiency improvements

Partner with Forecast Specialists to present staffing updates and identify operational trends

Support intraday/real-time scheduling functions as needed

Qualification

WFM experienceNICE IEXCXone WFMGoogle SuiteAnalytical skillsOrganizational skillsTime managementInterpersonal skillsCollaborative skillsDecision-making skills