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Senior Workforce Management Planning and Scheduling Analyst
McGraw Hill🇺🇸In-Person - United States$55K–$70K/yr2mo ago
Role Snapshot
Senior Workforce Management Planning and Scheduling Analyst at McGraw Hill responsible for forecasting and planning staffing needs across multiple business lines within Customer Experience. The role impacts operational efficiency by optimizing resource allocation and service levels.
Key Responsibilities: Forecast call volumes and staffing requirements across multiple channels (calls, cases, chats), create and monitor associate schedules, and work with domestic leadership and outsource partners to maintain service levels while staying within budget. Monitor performance metrics, design forecasting models using historical data, and serve as subject matter expert in workforce management.
Skills & Tools: 5+ years of workforce management experience with 5+ years of vendor management experience. Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central) and advanced Excel proficiency required.
Qualifications: 5+ years of workforce management and vendor management experience with demonstrated expertise in short-term and long-term forecasting for volume and staffing requirements. Advanced experience creating, developing, and monitoring both long-term and short-term staffing plans.
Location: United States
Compensation: $55K–$70K/yr
Job Description
The full job description is available on McGraw Hill's website.
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