Senture, LLC · 13 hours ago
WFM Scheduling Analyst
United States
Full-time
Remote
Entry Level
2+ years expSenture, LLC is seeking a WFM Scheduling Analyst to support Workforce Management functions. The role involves creating and maintaining agent schedules, updating capacity plans, and ensuring accurate workforce data management.
Call CenterData ManagementTechnical SupportTelecommunications
Responsibilities
Generate and maintain agent schedules based on business requirements, shift templates, and availability
Assist in the ongoing updates of capacity plans by inputting staffing changes, schedule patterns, and other workforce data as provided by the WFM team
Maintain and update WFM system data, including agent profiles, skills, scheduling rules, and shift bids
Identify opportunities for scheduling efficiencies and contribute to the implementation of process improvements
Conduct audits of schedule data and workforce files to ensure accuracy and consistency across systems
Manage internal staffing documentation and trackers to support historical analysis and forward-looking planning
Create and distribute recurring and ad-hoc scheduling reports for use by the WFM team
Support internal reporting needs by building or updating tools and templates as directed
Collaborate with WFM team members in a fast-paced, change-oriented environment, contributing to a strong team dynamic
Ensure compliance with internal policies and procedures related to WFM data handling and scheduling practices
Perform other duties as assigned in support of Workforce Management initiatives
Qualification
Required
Minimum of 1 year of Workforce Management experience focused on scheduling, capacity planning support, or related functions
At least 2 years of experience in a contact center environment
Strong analytical and problem-solving skills, with attention to detail and a high degree of accuracy in data handling
Proficiency in Microsoft Excel (formulas, lookups, pivot tables) and general familiarity with other Microsoft Office tools (Outlook, Word)
Experience working with WFM software platforms such as Verint, NICE IEX, Calabrio, or similar scheduling tools
Excellent written and verbal communication skills
Strong organizational and time management abilities, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment
Reliable attendance and ability to work a consistent, full-time schedule
Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office
Must be able to meet the minimum internet speed requirements for specific program
Hotspots, satellite and wireless internet service is NOT allowed for this role
Preferred
Experience maintaining WFM data sets such as agent profiles, skills, and schedule templates
Familiarity with internal workforce documentation (e.g., staffing trackers, capacity models)
Basic knowledge of contact center operations, service level goals, and scheduling best practices
Experience creating or maintaining reporting templates or dashboards using Excel
Company
Senture, LLC
Senture provides comprehensive contact center service support nationally.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-12-28Acquired
Leadership Team
Chris Deaton
President & CEO
Company data provided by crunchbase