Scheduling Specialist at Shift5

Center Valley, Pennsylvania, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Commerce, TechnologyIndustries

Requirements

Excellent organizational, time management, and grammatical skills
Ability to summarize complex information using charts, graphs, and reports
Proven ability to manage multiple priorities and adapt to change
Strong interpersonal, collaborative, and decision-making skills
Advanced proficiency in Google Suite
Advanced analytical and technical skills
3+ years of contact center WFM experience
Experience with NICE IEX and CXone WFM systems required

Responsibilities

Generate and publish schedules at least 4 weeks in advance, including shift start/stop times, breaks/lunches, and off-phone activity (OPA)
Proactively identify overtime or schedule changes needed due to absences or attrition
Create and maintain work shifts, including special exceptions and accommodations, completing adjustments during schedule generation
Collaborate with Training on new hire schedules, nesting periods, and training/continuing education sessions
Manage onboarding and offboarding processes, updating agent profiles in WFM systems
Identify scheduling gaps, monitor adherence, and ensure SLA compliance
Partner with HR for employee accommodations and scheduling adjustments
Conduct routine schedule analysis, interval staffing reviews, and shift bid preparation
Contribute to short-term forecasting efforts by analyzing near-term volume trends and staffing needs to ensure accurate scheduling decisions
Manage time-off request processes without impacting SLAs
Produce daily reports and documentation; continually seek efficiency improvements
Partner with Forecast Specialists to present staffing updates and identify operational trends
Support intraday/real-time scheduling functions as needed

Skills

Workforce Management

Scheduling

Forecasting

SLA Management

Shift Management

Time-off Management

Reporting

WFM Systems

Staffing Analysis

Interval Staffing

Shift5

Observability platform for operational technology

About Shift5

Shift5 offers an observability platform that focuses on cybersecurity and data analytics for operational technology (OT) in defense and transportation sectors. The platform collects and analyzes data from onboard systems, such as buses and weapon systems, and is protocol-agnostic, allowing it to adapt to various data communication protocols. By providing real-time insights, Shift5 helps clients improve safety, maintenance scheduling, and threat detection. The company's goal is to enable better decision-making to enhance the reliability and performance of their fleets.

Kansas City, MissouriHeadquarters

2019Year Founded

$104.1MTotal Funding

SERIES_BCompany Stage

Data & Analytics, CybersecurityIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

401(k) Retirement Plan

401(k) Company Match

Employer-paid Life and Disability Insurance

Risks

Emerging OT cybersecurity startups could threaten Shift5's market share.

Rapid evolution of cyber threats may outpace Shift5's technological capabilities.

Economic downturns could lead to reduced budgets for cybersecurity solutions.

Differentiation

Shift5 offers a protocol-agnostic platform adaptable to any data communication protocol.

The company provides real-time, data-driven insights for defense and transportation sectors.

Shift5's platform enhances safety, availability, and resilience of operational technology assets.

Upsides

Growing demand for cybersecurity in transportation due to rising cyber threats.

Increased interest in predictive maintenance technologies to reduce costs and improve reliability.

U.S. Department of Defense's focus on cybersecurity presents opportunities for Shift5.

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