Sr. Workforce Planning Specialist

Senior Workforce Planning Specialist

This position is hybrid, working in the office three days a week and working from home two 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 time frames to assist them with the daily and future achievement service level objectives.
• Create and maintain accurate agent schedules based on forecasted demand and business requirements
• Optimize schedules to meet service level agreements (SLAs), occupancy, and productivity targets
• Manage schedule adjustments including shift swaps, time-off requests, and real-time changes
• Collaborate with forecasting and real-time teams to ensure alignment across WFM functions
• Analyze scheduling effectiveness and recommend improvements to increase efficiency
• Ensure compliance with labor laws, company policies, and contractual obligations
• Monitor schedule adherence trends and provide insights to leadership
• Support capacity planning by identifying gaps in staffing and proposing solutions
• Maintain data integrity within workforce management systems
• Generate reports and dashboards on scheduling performance metrics

Qualifications:

• 2+ years of experience in Workforce Management, scheduling, or call center operations
• Strong analytical and problem-solving skills
• Proficiency 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 skills
• Ability to work in a fast-paced, dynamic environment

Key

Competencies:

• Analytical thinking and data interpretation
• Time management and prioritization
• Communication and cross-functional collaboration
• Adaptability and decision-making under pressure
• Continuous improvement mindset

Preferred Qualifications:

• Bachelor's degree in Business, Finance, Statistics, or related field (or equivalent experience)
• Gen Cloud and Salesforce experience