Workforce Management Scheduling Analyst

Employment Type: Full-time Location Type: Remote Base Pay Range: $59,904 - $82,368 (Eligible for Bonus Incentive Compensation)

Position Overview

We are seeking a highly analytical and detail-oriented Workforce Management Scheduling Analyst to join our team. In this role, you will be responsible for managing the Workforce Management System and associated staffing and scheduling processes. Your primary objective will be to optimize service levels, ensure the most efficient use of staffing resources, provide critical metrics and analysis to Senior Leadership, and make informed recommendations to maximize resources, meet customer expectations, and maintain fiscal responsibility.

The ideal candidate will possess the agility to manage unexpected changes in contact volume and the flexibility to make timely decisions to adjust resources according to business needs. This position offers the opportunity to drive internal projects that enhance the efficiency and accuracy of employee staffing.

Responsibilities

• 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 and recommend/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 from 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.

Requirements

• 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 proficiency.
• A team player who builds strong relationships with colleagues and stakeholders at all levels of the organization.

Company Information

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.

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.

Equal Opportunity Employer: 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, or status as a protected veteran.

Application Instructions

Candidates are encouraged to apply immediately. This position is available as fully remote or hybrid.