Workforce Scheduling Analyst - Sioux Falls, SD

Job description

Job Summary: As a Workforce Scheduling Analyst, you will support contact center operations by creating, maintaining, and adjusting employee schedules to ensure adequate coverage and service level performance. This role is responsible for administering shift bids, scheduling offline activities, executing short-term schedule changes, and monitoring schedule efficiency using workforce optimization tools. You will work closely with leadership and Operations Training to address daily staffing needs, respond to performance trends, and support all customer contact channels. The schedule for this position is 10:00am-7:00pm, Monday-Friday. This is a hybrid position working 3 days per week from our Sioux Falls office with the option to work-from-home the remaining days. Responsibilities: Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time. - Design, build, and maintain team member schedules using the Workforce Optimization (WFO) platform to support service level goals and operational needs. - Administer shift bids, approve shift changes, schedule offline activities, and execute short‑term schedule modifications to maint...