Workforce Scheduling Analyst
Job Description
We’re looking for a Workforce Management Scheduling Analyst to join our team. In this role, you’ll manage the Workforce Management System and associate staffing and scheduling process. You’ll optimize service levels to ensure the most efficient use of valuable staffing resources, provide metrics and analysis to Senior Leadership, and make recommendations and decisions to maximize resources, meet customer expectations, and provide fiscal responsibility.
As a Workforce Management Scheduling Analyst, you’ll drive internal projects and processes that improve the efficiency and accuracy of employee staffing. A successful candidate possesses the agility to manage unexpected changes in contact volume, and the flexibility to make decisions on behalf of leadership to adjust resources to meet the business needs.
This position is available as fully remote or hybrid. We’re looking for candidates to join us immediately.
What you’ll do:
Collaborate with senior leaders to develop and maintain robust scheduling models for a multi-site contact center of 200+ representatives.
Design, maintain, improve, and run flexible staffing scenarios to recommend capacity and schedules for hiring, training, and shift bids.
Monitor intraday performance reports; recommend and implement schedule changes as needed.
Provide recommendations to leadership when offline requests (meetings, training, offsites, etc.) are not aligned with business needs.
Manage Procore Value Time (PVT) ,Sick Time Off (STO), and all other absences.
Produce reports with the workforce management system as requested by management.
Drive internal projects related to the WFM system, including system upgrades, new feature implementation, and user training.
Act as a subject matter expert on the WFM software, providing support and guidance to team members and leadership.
What we’re looking for:
A Bachelor’s degree in a business-related field such as Business Administration, Finance, or Statistics is highly preferred.
2+ years of hands-on experience in a contact center scheduling or workforce management role.
Proven experience with WFM Software (e.g. Aspect, Verint, Calabrio preferred).
Excellent analytical, communication and organizational skills.
Demonstrated computer and software skills.
A team player who builds strong relationships with colleagues and stakeholders at all levels of the organization.
Additional Information
Base Pay Range $59,904 - $82,368. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
Perks & Benefits
At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.
About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.
If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
For Los Angeles County (unincorporated) Candidates:
Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.
About the job
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Workforce Scheduling Analyst
Job Description
We’re looking for a Workforce Management Scheduling Analyst to join our team. In this role, you’ll manage the Workforce Management System and associate staffing and scheduling process. You’ll optimize service levels to ensure the most efficient use of valuable staffing resources, provide metrics and analysis to Senior Leadership, and make recommendations and decisions to maximize resources, meet customer expectations, and provide fiscal responsibility.
As a Workforce Management Scheduling Analyst, you’ll drive internal projects and processes that improve the efficiency and accuracy of employee staffing. A successful candidate possesses the agility to manage unexpected changes in contact volume, and the flexibility to make decisions on behalf of leadership to adjust resources to meet the business needs.
This position is available as fully remote or hybrid. We’re looking for candidates to join us immediately.
What you’ll do:
Collaborate with senior leaders to develop and maintain robust scheduling models for a multi-site contact center of 200+ representatives.
Design, maintain, improve, and run flexible staffing scenarios to recommend capacity and schedules for hiring, training, and shift bids.
Monitor intraday performance reports; recommend and implement schedule changes as needed.
Provide recommendations to leadership when offline requests (meetings, training, offsites, etc.) are not aligned with business needs.
Manage Procore Value Time (PVT) ,Sick Time Off (STO), and all other absences.
Produce reports with the workforce management system as requested by management.
Drive internal projects related to the WFM system, including system upgrades, new feature implementation, and user training.
Act as a subject matter expert on the WFM software, providing support and guidance to team members and leadership.
What we’re looking for:
A Bachelor’s degree in a business-related field such as Business Administration, Finance, or Statistics is highly preferred.
2+ years of hands-on experience in a contact center scheduling or workforce management role.
Proven experience with WFM Software (e.g. Aspect, Verint, Calabrio preferred).
Excellent analytical, communication and organizational skills.
Demonstrated computer and software skills.
A team player who builds strong relationships with colleagues and stakeholders at all levels of the organization.
Additional Information
Base Pay Range $59,904 - $82,368. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
Perks & Benefits
At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.
About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.
If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
For Los Angeles County (unincorporated) Candidates:
Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.