The Customer Success Scheduling Analyst is responsible for providing direct Workforce Management support for scheduling agents in the inbound contact center. It focuses on staffing levels and applies workforce planning techniques and concepts to improve outcomes. Planning techniques include schedule optimization, preplanning events (vacation, training, etc.), tracking and trending of shrinkage (absenteeism, off phone activities, etc.), staffing updates, schedule optimization, and processing exceptions.  This role will provide backup support to other workforce planning functions, and ongoing maintenance of the WFM Software, and other software applications as needed.

Key Responsibilities

• Effectively utilizes scheduling software to develop and assign schedules and communicate with employees and/or leaders.
• Demonstrates and articulates understanding of workforce management/centralized scheduling concepts relating to forecasting, capacity planning and scheduling.
• Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs.
• Conduct shift bids as needed.
• Suggests schedule changes, optimization, and formulates recommendations for scheduling efficiencies.
• Manage all non-production activities to ensure proper staffing levels are achieved to meet established service level goals.
• Manage (Approve / Reject) time offs, schedule changes/swaps-based shrink goal for each site.
• Ensure data integrity within WFM system.
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s.
• Effectively communicates with leaders for assigned departments to stay abreast of changing business and staffing needs; maintains a consistent schedule for reviewing team schedules with each leader and obtaining approval prior to publishing.
• Effectively tracks and communicates any software issues and downtime and reports issues to the Workforce Management Manager.
• Work with the training department to coordinate up-training, new hire class training and nesting times, and any other activities that need to be scheduled.
• Handles incoming calls and inquiries to the scheduling office and responds promptly.

Qualifications

• 2+ years previous experience in a Workforce Management role as a Scheduler / Scheduling Analyst
• 3+ years of experience in a contact center environment
• Bachelor’s degree preferred or relevant work experience.
• Excellent analytical skills with ability to identify trends and audit and synthesize data to provide concise reporting. Attention to details.
• Experienced with WFM platforms (Five9 a plus), forecasting techniques and statistical knowledge (Verint, CMS, Blue Pumpkin, IEX).
• Proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.).
• Excellent communication and collaboration skills deployed to meet both leader and employee needs.
• Excellent organizational skills and attention to detail to produce accurate schedules of employees within specific deadlines.
• Ability to promote and manage change positively, identify and implement process improvement, optimize resources, and leverage automation and technology.
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Total Rewards 

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. 

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. 

• Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage 

• Insurance 💼 - Life, disability, and supplemental indemnity plans 

• Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays 

• Financial Security 💰 -  401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA 

• Wellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiatives 

• Growth 🌱 - Access to ongoing learning and development opportunities and career advancement 

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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