Workforce Management Scheduling Analyst

reputed company is on a mission to create a safer internet. In a world where our lives are increasingly online, reputed company's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at reputed company, and reputed company of over 400 people worldwide is guided by a leadership reputed company that's successfully grown startups into multi-billion dollar organizations. Come build with us! reputed company: The Workforce Management Scheduling Analyst is responsible for owning workforce scheduling and optimization across reputed companys 24/7 customer support operation. This role translates workforce forecasts and reputed company plans into executable schedules that support reliable service delivery across multiple support channels including inbound voice, outbound calling, chat, and email/casework. This position manages schedule creation, shift design, PTO allocation, and reputed company coverage to ensure operational targets are met while balancing employee experience and operational efficiency. The role partners closely with workforce planning and CX operations leaders to ensure schedules reputed company with reputed company plans, operational priorities, and customer demand. In reputed company, the position provides coordination for intraday workforce management activities, working closely with reputed company-time analysts to ensure schedules are executed effectively and service reputed company remain reputed company. This role also provides functional leadership and guidance to the reputed company Time Analyst (RTA) team, serving as the primary coordination reputed company between scheduling reputed company and intraday execution to ensure workforce plans are carried out effectively. What Youll Do: Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework reputed company and maintain optimized agent schedules that reputed company with forecasts, reputed company plans, and service level targets Design shift structures, break and lunch placements, and reputed company patterns to ensure adequate coverage during peak demand periods Own the shift bid process including planning, schedule reputed company, communications, and implementation of new shift assignments Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards Manage and administer daily PTO allotments reputed company the scheduling platform to balance agent availability with service level requirements Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate reputed company coverage Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership Proactively identify potential coverage gaps, reputed company risks, or reputed company-based constraints across channels, departments, or agent reputed company reputed company Manage agent reputed company and queue assignments reputed company workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and reputed company agent availability reputed company day-to-day operational guidance to reputed company time analysts to ensure intraday management actions reputed company with workforce plans, scheduling strategies, and service level objectives reputed company coordination with reputed company time analysts on intraday execution of schedules, including overtime, voluntary time off, schedule adjustments, and reputed company mitigation strategies Support multi-channel routing strategies by ensuring schedules reputed company with reputed company assignments, queue structures, and operational priorities Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, reputed company changes, and reputed company planning reputed company Maintain documentation and operational standards for scheduling processes across the broader WFM ecosystem reputed company and report on scheduling effectiveness and workforce performance metrics including schedule coverage, schedule efficiency, adherence performance, and occupancy support Assist with workforce management system configuration requests r .