TalentLNX

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. TalentLNX is seeking a highly analytical and detail-oriented Call Center Scheduler to join their dynamic operations team. In this role, you will develop and manage schedules for call center agents to ensure optimal staffing levels are met, balancing business needs with call volume forecasts and employee availability. Responsibilities • Develop, manage, and distribute weekly and monthly schedules for call center agents using Workforce Management (WFM) software. • Analyze call volume forecasts, shrinkage, and historical data to determine appropriate staffing requirements and prevent overstaffing or understaffing. • Monitor real-time queue and adherence metrics to identify and address any intra-day staffing gaps. • Process and manage time-off requests, shift swaps, and other schedule adjustments in accordance with company policies. • Generate and maintain reports on key performance indicators such as service level, adherence, and agent occupancy. • Communicate all schedule-related information clearly and effectively to agents and leadership. • Identify trends and make recommendations for process improvements in scheduling and workforce planning. Skills • A minimum of 2 years of experience in a workforce management (WFM), scheduling, or real-time analyst role within a call center environment. • Hands-on experience with WFM software is required (e.g., NICE IEX, Verint, Calabrio, Aspect). • Must have a private, distraction-free home office space and a stable, high-speed internet connection. • Strong analytical and mathematical skills with an ability to interpret data and identify trends. • Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data analysis) is essential. • Exceptional attention to detail and a high degree of accuracy. • Excellent written and verbal communication skills. • Strong organizational and time-management skills with the ability to manage multiple tasks simultaneously. Education Requirements • High school diploma or GED required; Associate’s or Bachelor’s degree in a related field is a plus. Company Overview • At TalentLNX, we're dedicated to a hiring experience that is more strategic, thoughtful, and human. It was founded in 2024, and is headquartered in Austin, Texas, US, with a workforce of 2-10 employees. Its website is https://www.talentlnx.com.