01Overview
Company Overview 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. The company proudly serves over 1 million customers annually and employs more than 1,500 mission-aligned professionals. At Colibri, culture is a critical part of their collective success, and they live their values everyday Love, Joy, Boldness, Teamwork, and Curiosity. These values guide interactions with each other, customers, and the community as a whole. Job Title Workforce Management Scheduler Remote Location Remote - United States Position Overview The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing staff schedules that align workforce resources with forecasted demand, service goals, and business requirements. This role helps ensure the operation has the right people in the right place at the right time to support customer experience, productivity, and cost efficiency across channels. The Scheduler plays a key role in translating forecasts and staffing plans into executable schedules that balance service needs, shrinkage, compliance requirements, and employee experience, working closely with forecasting, real-time, and operations teams. Job Responsibilities 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 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 schedule-related processes Process and maintain schedule exceptions, including PTO, training, meetings, and other approved changes Ensure schedules remain compliant with labor rules, business policies, and operational guidelines Audit schedule inputs, coding, and outputs for accuracy and consistency Partner with forecasting to understand staffing requirements and volume trends Partner with real-time analysts and operations leaders to adjust schedules based on changing business needs Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders Analyze schedule performance against staffing requirements and operational outcomes Support reporting on schedule efficiency, coverage accuracy, schedule stability, and exception trends Identify patterns in schedule change volume, shrinkage placement, adherence impact, and staffing gaps Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices Identify opportunities to improve schedule workflows, automation, reporting, and data accuracy Participate in continuous improvement efforts across the workforce management function Requirements Bachelor's degree in business or analytics, or equivalent combination of education; 3 years of call center work experience considered in lieu of degree Experience with Calabrio or other workforce planning tools preferred Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support Strong analytical skills with the ability to interpret operational data and make sound recommendations quickly Advanced proficiency in Microsoft Excel or Google Sheets Strong attention to detail and organizational skills Strong 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 Strong understanding of schedule construction and interval-level coverage Ability to translate demand requirements into practical sta
