Colibri
Customer Service
WorkforceManagementScheduler
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Workforce Management Scheduler at Colibri. Skills: Workforce Management, Scheduling, Operational Data Analysis. Build and maintain schedules. Create schedules for voice, chat, email”
What You'll Achieve.
Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities; Ensure schedules remain compliant with labor rules, business policies, and operational guidelines; Analyze schedule performance against staffing requirements and operational outcomes; Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices
Industry & Context.
analytical skills with the ability to interpret operational data and make sound recommendations quickly; Ability to balance multiple priorities, constraints, and competing business needs; Sound judgment and confidence in making operational recommendations
What They're Looking For.
Must Have
Bachelor's degree in business or analytics or equivalent combination of education or 3 years call center work experience, Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support, analytical skills with the ability to interpret operational data and make sound recommendations quickly, Advanced proficiency in Microsoft Excel or Google Sheets, attention to detail and organizational skills, verbal and written communication skills, Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure, Experience in a contact center or high-volume service environment, Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance, Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems, Experience supporting omni-channel environments, understanding of schedule construction and interval-level coverage, Ability to translate demand requirements into practical staffing schedules, attention to detail and commitment to accuracy, Ability to balance multiple priorities, constraints, and competing business needs, Sound judgment and confidence in making operational recommendations, time management and ability to meet deadlines, Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders, Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes
Nice to Have
Experience with Calabrio or other workforce planning tools
What You'll Do.
Build and maintain schedules
Create schedules for voice
Incorporate shrinkage
Publish schedules accurately and on time
Maintain schedule data and ensure updates
Support schedule changes related to reforecasts
Evaluate schedule quality and coverage
Balance customer demand
Review overstaffed and understaffed intervals
Optimize placement of breaks
Partner with workforce leadership to improve efficiency
Process and maintain schedule exceptions
Ensure schedules remain compliant with labor rules
Audit schedule inputs
Maintain schedule-related records
Partner with forecasting to understand staffing requirements
Partner with real-time analysts and operations leaders
Communicate schedule impacts
Support discussions around staffing tradeoffs
Provide feedback on recurring schedule design issues
Analyze schedule performance against staffing requirements
Support reporting on schedule efficiency
Identify patterns in schedule change volume
Use scheduling data to recommend improvements
Contribute to the development and maintenance of SOPs
Identify opportunities to improve schedule workflows
Support audits and reviews of schedules
Participate in continuous improvement efforts
How You'll Work.
Team & Collaboration
Partner with workforce leadership to improve schedule efficiency; Partner with forecasting to understand staffing requirements; Partner with real-time analysts and operations leaders to adjust schedules; Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders; Support discussions around staffing tradeoffs, schedule fit, and operational constraints; Provide feedback on recurring schedule design issues, coverage gaps, and process improvement opportunities
Communication Scope
verbal and written communication skills; Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders
Full Job Description
## Description At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers, and the community as a whole. We have a rich and storied history. Colibri is one of the pioneers of online professional education, introducing some of the first web-based professional education courses in 2001. Today, the company’s family of brands are the leading online professional education platforms in their respective end-markets. We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned professionals. To learn more, please visit: www.colibrigroup.com ## What You'll Do Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities. Create schedules for voice, chat, email, back-office, and other supported work types, as applicable. Incorporate shrinkage, breaks, lunches, meetings, training, PTO, and other offline activities into schedules. Publish schedules accurately and on time in accordance with business timelines. Maintain schedule data and ensure schedule updates are reflected correctly in workforce management systems. Support schedule changes related to reforecasts, staffing changes, business events, and operational needs. Evaluate schedule quality and interval-level coverage to identify opportunities for improvement. Balance customer demand, staffing efficiency, compliance requirements, and employee experience when building schedules. Review overstaffed and understaffed intervals and make recommendations to improve coverage. Optimize placement of breaks, lunches, shrinkage, and offline activities to reduce avoidable service risk. Support overtime, voluntary time off, and schedule adjustment planning where appropriate. Partner with workforce leadership to improve schedule efficiency and alignment to demand. Manage shift changes, swaps, and other schedul
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