Scheduler, Customer Success

Nextiva - Scottsdale, AZ

Full-time - Mid Level

Scottsdale, AZ

501-1,000 employees

Telecommunications

About the position

The Customer Success Scheduling Analyst at Nextiva is responsible for providing Workforce Management support for scheduling agents in the inbound contact center. This role focuses on optimizing staffing levels and applying workforce planning techniques to enhance operational outcomes. The analyst will utilize scheduling software, analyze historical trends, manage time-off requests, and ensure data integrity within the WFM system, while also providing backup support for other workforce planning functions.

Responsibilities

• Utilize scheduling software to develop and assign schedules and communicate with employees and leaders.
• Demonstrate understanding of workforce management concepts related to forecasting, capacity planning, and scheduling.
• Evaluate and analyze historical trends to make strategic staffing plans.
• Conduct shift bids as needed.
• Suggest schedule changes and formulate recommendations for scheduling efficiencies.
• Manage non-production activities to achieve proper staffing levels.
• Approve or reject time off and schedule changes based on shrink goals.
• Ensure data integrity within the WFM system.
• Update and send performance reports related to shrinkage, occupancy, and KPIs.
• Communicate effectively with leaders regarding changing business and staffing needs.
• Track and report software issues and downtime to the Workforce Management Manager.
• Coordinate training schedules with the training department.
• Handle incoming calls and inquiries to the scheduling office.

Requirements

• 2+ years of experience in a Workforce Management role as a Scheduler/Scheduling Analyst.
• 3+ years of experience in a contact center environment.
• Bachelor's degree preferred or relevant work experience.
• Excellent analytical skills with the ability to identify trends and synthesize data for reporting.
• Experience with WFM platforms (Five9 a plus) and statistical knowledge (Verint, CMS, Blue Pumpkin, IEX).
• Proficiency in Microsoft Office products (Excel, Word, PowerPoint).
• Excellent communication and collaboration skills.
• Strong organizational skills and attention to detail.
• Ability to promote and manage change positively and implement process improvements.
• Demonstrated decision-making and complex problem-solving skills.

Nice-to-haves

• Experience with additional WFM software tools.
• Knowledge of advanced forecasting techniques.

Benefits

• Multiple health plan options including medical, dental, vision, and telemedicine coverage.
• Life, disability, and supplemental indemnity insurance plans.
• Flexible Time Off (FTO) for salaried employees and PTO for hourly employees.
• Paid Sick Time (PST) and paid parental bonding leave.
• 401(k) with company match and Health Savings Accounts with contributions.
• Employee Assistance Program and wellness initiatives.
• Access to ongoing learning and development opportunities.