WFM Scheduling Analyst

The WFM Scheduling Analyst is responsible for supporting Workforce Management functions through the creation and maintenance of agent schedules and the ongoing upkeep of capacity plans and related data. This role ensures schedules align with staffing requirements and are accurately maintained within workforce systems. Key responsibilities include generating schedules, updating capacity planning tools, maintaining agent profile data, and producing routine scheduling reports. The position will work closely within the Workforce Management team to support long-term planning and scheduling processes. The analyst will generate and maintain agent schedules based on business requirements, shift templates, and availability and identify opportunities for scheduling efficiencies and contribute to the implementation of process improvements.