Workforce Management Scheduling Analyst

Role Overview:

The Workforce Management Scheduling Analyst is responsible for owning workforce scheduling and optimization across Aura’s 24/7 customer support operation. This role translates workforce forecasts and capacity plans into executable schedules that support reliable service delivery across multiple support channels including inbound voice, outbound calling, chat, and email/casework.

This position manages schedule creation, shift design, PTO allocation, and staffing coverage to ensure operational targets are met while balancing employee experience and operational efficiency.

The role partners closely with workforce planning and CX operations leaders to ensure schedules align with staffing plans, operational priorities, and customer demand. In addition, the position provides coordination for intraday workforce management activities, working closely with real-time analysts to ensure schedules are executed effectively and service levels remain stable.

This role also provides functional leadership and guidance to the Real Time Analyst (RTA) team, serving as the primary coordination point between scheduling strategy and intraday execution to ensure workforce plans are carried out effectively.

 

What You’ll Do:

• Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework

• Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets

• Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods

• Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments

• Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards

• Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements

• Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage

• Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership

• Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups

• Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability

• Provide day-to-day operational guidance to real time analysts to ensure intraday management actions align with workforce plans, scheduling strategies, and service level objectives

• Lead coordination with real time analysts on intraday execution of schedules, including overtime, voluntary time off, schedule adjustments, and staffing mitigation strategies

• Support multi-channel routing strategies by ensuring schedules align with skill assignments, queue structures, and operational priorities

• Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, staffing changes, and capacity planning decisions

• Maintain documentation and operational standards for scheduling processes across the broader WFM ecosystem

• Track and report on scheduling effectiveness and workforce performance metrics including schedule coverage, schedule efficiency, adherence performance, and occupancy support

• Assist with workforce management system configuration requests related to scheduling, staffing groups, and workforce structures

• Other duties as assigned

 

What You Bring:

• 4+ years of workforce management experience in a contact center environment

• Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment

• Experience scheduling for voice, chat, email/casework, and outbound support channels

• Hands-on experience with Verint Workforce Management (required)

• Experience working with a cloud contact center platform such as Five9 (preferred)

• Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage

• Experience supporting intraday workforce management operations

• Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps

• Advanced Excel and reporting skills

• Strong organizational and communication skills with the ability to manage complex scheduling environments

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.

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