New 
Workforce Scheduling Analyst - Sioux Falls, SD - Sioux Falls, SD
 Midco | |
remote work
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 United States, South Dakota, Sioux Falls | |
 May 11, 2026 | |
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Job Summary:
As a Workforce Scheduling Analyst, you will support contact center operations by creating, maintaining, and adjusting employee schedules to ensure adequate coverage and service level performance. This role is responsible for administering shift bids, scheduling offline activities, executing short-term schedule changes, and monitoring schedule efficiency using workforce optimization tools. You will work closely with leadership and Operations Training to address daily staffing needs, respond to performance trends, and support all customer contact channels. The schedule for this position is 10:00am-7:00pm, Monday-Friday. This is a hybrid position working 3 days per week from our Sioux Falls office with the option to work-from-home the remaining days. Responsibilities: * Design, build, and maintain team member schedules using the Workforce Optimization (WFO) platform to support service level goals and operational needs. * Administer shift bids, approve shift changes, schedule offline activities, and execute shortterm schedule modifications to maintain optimal coverage and efficiency. * Clearly communicate scheduling strategies, changes, and impacts to leadership and team members. * Collaborate with leadership and Operations Training to identify and schedule offline activities and learning initiatives at optimal times. * Analyze contact center performance data to identify trends, risks, and opportunities; partner with leadership to take corrective action as needed. * Support service level achievement across all contact types, including inbound and outbound voice, digital chat, and social media interactions. * Research team member training needs and formulate scheduling strategies that align development, staffing, and operational requirements. * Think strategically by researching call routing and staffing enhancements; make informed recommendations on leveraging the Automatic Call Distributor (ACD) to improve customer and employee experience. * Create, maintain, and deliver reports for internal stakeholders; assist leaders in interpreting data and applying insights. * Ensure internal customer requests are addressed accurately and in a timely manner. * Support Workforce Management initiatives as needed, including forecasting, realtime queue monitoring, maintenance of ACD and WFO platforms, and adhoc analysis. * Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same. * Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures. * Maintain reliable and predictable attendance as required by the position. * Perform other duties as assigned. Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time. Required Qualifications: * High school diploma or equivalent (GED). * Minimum of 3 years of experience scheduling in a contact center environment. * Strong proficiency with Microsoft Excel, including lookup functions, pivot tables, conditional formatting, data filtering, charts, and graphs. * Detailoriented with strong analytical, organizational, and problemsolving skills. * Strong written and verbal communication skills with the ability to explain data and recommendations clearly. Preferred Qualifications: * Bachelor's degree in Business, Mathematics, Analytics, Operations Management, or a related field. * Experience applying workforce staffing principles in a contact center environment supporting voice and digital channels. * Experience with Genesys, Interactive Intelligence (i3), or similar ACD platforms. * Experience creating, modifying, and running SQL queries. Work Environment: * The noise level in the work environment is moderate. * Work is primarily performed in a professional office environment and/or remote work setting, depending on business needs. * May be required to work in excess of 40 hours per week and outside normal business hours, such as holidays, evenings, and weekends, as business demands. Physical Demands: * May occasionally be required to reach with hands and arms, stoop, kneel, or crouch. * May be required to remain in a seated position for extended periods. * May occasionally lift or move items such as materials, equipment, or supplies. * Heavy keyboard/mouse usage required with repetitive movements. Mental Demands: * Demonstrate strong attention to detail and sustained concentration when reviewing information and completing work tasks. * Communicate information, expectations, and updates clearly and professionally, both verbally and in writing. * Maintain focus and accuracy while managing multiple priorities and meeting deadlines. * Remain calm, composed, and professional when responding to changing demands or highpressure situations. * Apply sound analytical thinking and judgment to evaluate information and support effective decision * Work productively both independently and collaboratively to meet operational goals and organizational standards. * Exercise good judgment while applying policies, procedures, and guidelines consistently. | |