Description Peak Support is looking for a Workforce Scheduler to help ensure optimal staffing coverage and operational efficiency across our teams. This role partners closely with Workforce Management and Operations to create effective schedules, monitor staffing trends, and support business needs through data-driven workforce planning.

Key Responsibilities

• Staffing & Scheduling Management: Design, manage, and maintain staffing schedules to ensure optimal coverage across all shifts. Adjust schedules proactively based on staffing requirements, shrinkage trends, and business requirements.
• Collaboration & Communication: Partner closely with the WFM Capacity Planner and Operations team to ensure resources are utilized effectively. Liaise with Operations team leaders to confirm schedules and resolve any conflicts or discrepancies.
• Performance Monitoring & Reporting: Track weekly shrinkage and make necessary adjustments to maintain healthy staffing levels. Develop and maintain reports to monitor performance and provide actionable insights to leadership.
• Process Improvement: Continuously evaluate and enhance scheduling processes, offering recommendations to improve efficiency, cost-effectiveness, and employee satisfaction.
• Stakeholder Engagement: Participate in meetings with clients and internal stakeholders to present scheduling insights and ensure alignment with service delivery expectations.
• Operational Support: Collaborate with Operations Leadership to meet client staffing requirements and service goals. Maintain flexibility to adjust schedules in real-time based on changing business conditions.
• Adaptability & Flexibility: Demonstrate high adaptability to shifting client demands and operational changes. Willing and able to work flexible shifts, including overtime, to support business continuity and service excellence.

Peak Support and our Work-from-Home PLUS model At Peak Support, we are dedicated to providing exceptional service to our clients and exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

• Proven experience in workforce management or scheduling in a fast-paced, service-oriented environment.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Proficiency in WFM tools and reporting systems.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and collaborate effectively across teams.
• Highly flexible and responsive to changing business needs and client requirements.
• Willingness to work varied shifts and extended hours when necessary.