Workforce Management Scheduling Analyst

Job Summary:

This role is an entry level scheduling position requiring the use of the Workforce Management System functionality to aid in the processing of Scheduling tasks including offering overtime, voluntary time off and scheduled adjustments related to day to day schedule management within our contact center teams. The role is capable of making decisions that will balance cost and service ensuring proper scheduling for the contact center.

Job Responsibilities:

• Responsible for Approving requests or provides alternative recommendations for future offline activities (training, coaching, etc.), adjustments of breaks lunches, and other scheduling accommodation requests based on historical trends, staffing availability and forecast demand.
• Analyzes and reports on scheduling and staffing trends to provide Operations with overall coverage improvement recommendations and efficiency strategies at the seasonal, monthly, weekly, daily, and interval level.
• Offers process improvements in order to eliminate manual processes and focus on consistent quality and efficiency.
• Performs audits of reports and maintain data integrity of related WFM systems with necessary adjustments including the maintenance of existing team members; defining new team members as necessary; moving team members when they change departments; removing separated team members; and maintaining agent skills, availability, and time off parameters, etc.
• Utilizes established communication tools to complete administrative tasks along with updating and maintaining schedule changes and trades, overtime and voluntary time off, and other manual adjustments into the WFM systems.
• Escalates any service level impacting challenges to appropriate parties upon learning of the issue and participate in and communicate resolution strategy.
• Participates in project meetings as necessary.
• Executes and conducts emergency notification and workforce recovery procedures in the event of disruptions (weather related outages, system failures, etc.) to our business at any of our locations.

About Walgreens
Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• Bachelor’s Degree OR High School/GED and at least 3 years of experience in contact center or workforce administration.
• Experience communicating both verbally (on phone, one on one) and in writing (emails) to various audiences.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Intermediate level skill in Microsoft Suite (MS Excel, PowerPoint and Word).

Preferred Qualifications
We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $56800 - $91100 / Salaried