Workforce Management Scheduling Analyst

2 weeks ago

Toronto, Canada Procore Full time

Procore is looking for a **Workforce Management (WFM) Scheduling Analyst** to join the Sales Development team. In this role, you’ll manage the Workforce Management System and associate staffing and scheduling processes. This role aims to optimize service levels to ensure the most efficient use of valuable staffing resources.

As a **WFM Scheduling Analyst**, you’ll partner with senior-level leaders to determine the schedules required to meet the expected service-level goals. Use your strong analytical and communication skills to work with our center partners to achieve operational excellence. Join us today if you’re interested in improving the efficiency and accuracy of employee staffing

This position reports to a Senior Director, Sales Development and could be based in one of our offices in Austin, TX, Carpinteria, CA, Tampa, FL, or Toronto, CND. We’re looking for someone to join us immediately.

**What you’ll do**:

- Develop schedules that effectively deliver staffing levels that consistently achieve service-level commitments
- Forecast future attrition based on historical trends, planned promotions, current tenure, etc., and partner with Finance and Talent Partners to provide insights or recommendations to the Leadership team.
- Manage the monthly employee alignment exercise to ensure all sales territories are covered and provide recommendations based on gaps in tenure, headcount, and revenue
- Regularly audit employee systems to ensure accurate leveling, titles, etc.
- Participate in the planning and execution of quarterly Sales events to ensure maximum results and participation
- Manage non-productive time request process, ensure activities are planned without impacting SLAs
- Review and process scheduling change requests
- Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7
- Lead weekly staffing review meetings detailing the previous week’s performance, the forecasted performance of the current and future weeks while also identifying any risks
- Work with Leadership and Enablement partners to schedule and optimize team meetings, one on ones, training, and various other activities
- Oversee productivity at assigned departments by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels
- Problem-Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives
- Provide daily/weekly/monthly performance reports to leadership
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives

**What we’re looking for**:

- Bachelor’s degree in a business-related field or equivalent combination of education and related experience
- 3+ years of contact center scheduling experience
- Experience with WFM software (e.g., Aspect, IEX, Genesys, etc.)
- Excellent analytical, communication, and organizational skills
- Demonstrated computer and software skills
- Capacity Planning experience is preferred.

**Additional Information**

**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 diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, 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.

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