Full-Time Workforce Scheduling Analyst

We’re looking for a Workforce Management Scheduling Analyst to join our team.

In this role, you’ll manage the Workforce Management System and associate staffing and scheduling process. You’ll optimize service levels to ensure the most efficient use of valuable staffing resources, provide metrics and analysis to Senior Leadership, and make recommendations and decisions to maximize resources, meet customer expectations, and provide fiscal responsibility.

As a Workforce Management Scheduling Analyst, you’ll drive internal projects and processes that improve the efficiency and accuracy of employee staffing. A successful candidate possesses the agility to manage unexpected changes in contact volume, and the flexibility to make decisions on behalf of leadership to adjust resources to meet the business needs.

This position is available as fully remote or hybrid. We’re looking for candidates to join us immediately.

What you’ll do:

• Collaborate with senior leaders to develop and maintain robust scheduling models for a multi-site contact center of 200+ representatives.
• Design, maintain, improve, and run flexible staffing scenarios to recommend capacity and schedules for hiring, training, and shift bids.
• Monitor intraday performance reports; recommend and implement schedule changes as needed.
• Provide recommendations to leadership when offline requests (meetings, training, offsites, etc.) are not aligned with business needs.
• Manage Procore Value Time (PVT), Sick Time Off (STO), and all other absences.
• Produce reports with the workforce management system as requested by management.
• Drive internal projects related to the WFM system, including system upgrades, new feature implementation, and user training.
• Act as a subject matter expert on the WFM software, providing support and guidance to team members and leadership.

What we’re looking for:

• A Bachelor’s degree in a business-related field such as Business Administration, Finance, or Statistics is highly preferred.
• 2+ years of hands-on experience in a contact center scheduling or workforce management role.
• Proven experience with WFM Software (e.g. Aspect, Verint, Calabrio preferred).
• Excellent analytical, communication and organizational skills.
• Demonstrated computer and software skills.
• A team player who builds strong relationships with colleagues and stakeholders at all levels of the organization.

Base Pay Range $59,904 - $82,368. Eligible for Bonus Incentive Compensation.

Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

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