Qualifications
Education & Experience:
- Bachelor’s degree in Business, Operations, Analytics, or a related field (preferred).
- 2+ years of experience in scheduling, real time analyst, or workforce management role, preferably within a call center or customer service environment.
- Experience with workforce management and telephony software (e.g., NICE and Five9) and proficiency in Microsoft Excel.
- Strong understanding of labor laws, scheduling best practices, and compliance requirements.
- Experience in a remote or multi-site contact center environment preferred.
Skills & Competencies:
- Excellent organizational and time-management skills, with the ability to manage multiple employees and competing priorities.
- Strong attention to detail and accuracy in Real Time analysis and record-keeping.
- Excellent communication skills, both verbal and written, with the ability to clearly communicate schedule changes and expectations to staff.
- Analytical mindset, with the ability to interpret data.
- Problem-solving skills and the ability to make quick decisions in a dynamic environment.
- Ability to work independently as well as collaboratively within a team.
Certifications (preferred):
- Workforce Management or Scheduling certifications (e.g., ICMI, or similar).
- Any WFM or contact center operations certification (e.g., COPC, Six Sigma Yellow Belt) is advantageous.
Additional Information
Compensation:
The position is a salaried, exempt position.
- Base Salary: $60,000-$65,000
- 10% Corporate bonus
- Benefits:
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision Insurance
- Paid Time Off
Additional Information
All your information will be kept confidential according to EEO guidelines.
A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
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