Sr. Workforce Planning Specialist

Job DescriptionThis position is hybrid, working in the office 3 days a week and working from home 2 days a week, working the 9:30am shift.The Senior Workforce Planning Specialist (Workforce Planning Coordinator II) is responsible for developing, maintaining, and optimizing staff schedules to ensure the organization meets service level objectives while maximizing efficiency. This role uses forecasting data, business trends, and workforce management tools to align staffing with demand, minimize costs, and support operational performance.Key Responsibilities:Updates daily exceptions to the shift schedules in a real time mode into the scheduling system, inclusive of sick and unscheduled time off, tardies and other necessary exceptions during the business day as directed by management.Continuously monitors incoming call volumes, real time adherence and all offline activities (ie. ACW, AUX and time logged off) to determine an associate's availability. Reports the information to the Workforce Manager and/or leadership as necessary.Prepares various reports (ie adherence, daily operating reports, call etc.) for the leadership team according to scheduled timeframes to assist them with the daily and future achievement service level objectives.Create and maintain accurate agent schedules based on forecasted demand and business requirementsOptimize schedules to meet service level agreements (SLAs), occupancy, and productivity targetsManage schedule adjustments including shift swaps, time-off requests, and real-time changesCollaborate with forecasting and real-time teams to ensure alignment across WFM functionsAnalyze scheduling effectiveness and recommend improvements to increase efficiencyEnsure compliance with labor laws, company policies, and contractual obligationsMonitor schedule adherence trends and provide insights to leadershipSupport capacity planning by identifying gaps in staffing and proposing solutionsMaintain data integrity within workforce management systemsGenerate reports and dashboards on scheduling performance metricsQualifications:2+ years of experience in Workforce Management, scheduling, or call center operationsStrong analytical and problem-solving skillsProficiency in WFM tools (e.g., Genesys Cloud, NICE, Verint, or similar platforms)Advanced Excel skills (pivot tables, formulas, data analysis)Strong attention to detail and organizational skillsAbility to work in a fast-paced, dynamic environmentKey Competencies:Analytical thinking and data interpretationTime management and prioritizationCommunication and cross-functional collaborationAdaptability and decision-making under pressureContinuous improvement mindsetJob RequirementsPREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:Bachelor’s degree in Business, Finance, Statistics, or related field (or equivalent experience)GenCloud and Salesforce experience#LI-HybridJob DetailsJob Type: Full-TimeSalaried: Hourly