Workforce Management Scheduling Analyst

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap

The Workforce Management Scheduling Analyst plays a critical role in optimizing contact center operations by creating, maintaining, and analyzing schedules to ensure the right number of agents are available at the right times to meet service level goals. This role involves data-driven decision-making, collaboration with various teams, and a focus on balancing efficiency with employee satisfaction.

Responsibilities:

• Scheduling Analytics and Processing

  • Develop and maintain agent schedules based on contact volume forecasts, historical data, and business requirements.

  • Utilize workforce management tools (e.g. NICE, Verint, Genesys, Calabrio etc.) to optimize shift patterns, breaks, and lunch schedules.

  • May assist in adjusting schedules in real-time or proactively to account for unexpected changes, such as absences or increased contact volumes.

  • Analyze forecast requirements and recommend schedule adjustments.

  • Work closely with the forecasting manager to align schedules with anticipated demand.

  • Process time off requests and other schedule modifications based on business needs.

• Performance Monitoring

  • Monitor key performance indicators (KPIs) such as service levels and be aware of average handle time (AHT), shrinkage and adherence.

  • Provide regular reports on staffing efficiency, schedule adherence, and possibly agent productivity.

• Collaboration and Communication

  • Collaborate with team leaders, supervisors, and managers to address scheduling concerns and operational challenges.

  • Act as the point of contact for agent schedule changes, swaps, and time-off requests.

• Process Improvement

  • Identify opportunities to enhance scheduling efficiency and propose improvements to processes and tools.

  • Participate in workforce management projects and initiatives aimed at optimizing contact center performance.

• Compliance and Reporting

  • Ensure schedules comply with labor laws, company policies, and contractual agreements.

  • Prepare and present detailed scheduling and staffing reports to leadership.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Systems, Business Administration or related field.

• Experience: Minimum 2 years of experience in workforce management, including minimum 1 years of experience in scheduling analyst position, preferably in a virtual contact center environment

• Ability to work independently (virtually) as well as part of a team.

• Proficiency with workforce management software (e.g. NICE, Verint, Aspect, Calabrio, or similar tools)

• Strong analytical and problem-solving skills

• Excellent communication and interpersonal abilities

• Proficiency in Microsoft Excel and other data analysis tools

• Ability to multitask and work under pressure in a fast-paced environment

• Familiarity with contact center operations and metrics

• Knowledge of labor laws and workforce compliance requirements

Compensation range - $55K - $75K annually

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!