About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

This contact-center scheduling role uses Workforce Management (WFM) system functionality to process daily schedule tasks and keep service levels aligned with forecast demand. Responsibilities include:

• Approve or recommend alternatives for scheduling requests (breaks, lunches, offline activities such as training/coaching), balancing staffing availability and forecasted needs.
• Process schedule changes including trades, overtime offers, voluntary time off (VTO), and manual adjustments in the WFM system.
• Audit WFM data to maintain integrity—add/remove team members, update skills/availability, and adjust time-off parameters as needed.
• Analyze staffing and scheduling trends and produce reports with actionable recommendations to improve coverage and efficiency (seasonal, weekly, daily, interval-level).
• Identify and propose process improvements to reduce manual work and increase consistency and accuracy.
• Escalate and communicate any service-level impacts and participate in resolution planning with operations.
• Participate in project and cross-functional meetings to support scheduling initiatives.
• Execute emergency notification and workforce recovery procedures during disruptions (severe weather, system outages, etc.).

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Qualifications

• Bachelor’s degree OR High School diploma/GED plus at least 3 years’ experience in contact center scheduling or workforce administration.
• Proven experience communicating clearly both verbally (phone, one-on-one) and in writing (email) with diverse audiences.
• Customer-service mindset with experience meeting quality standards and evaluating satisfaction.
• Experience analyzing operational data and producing reports to identify trends, exceptions, and improvement opportunities.
• Intermediate proficiency in Microsoft Office (Excel, PowerPoint, Word).

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Preferred / Nice-to-Have Skills

• Hands-on experience with common WFM tools or scheduling platforms.
• Experience creating or automating reports, dashboards, or operational metrics.
• Familiarity with contact center KPIs (service level, occupancy, AHT) and how scheduling affects those metrics.
• Strong attention to detail and ability to prioritize in a fast-paced environment.

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Compensation & Location

• Estimated salary: $76,781 per year (estimated).
• Employment type: Full-time.
• Location: Orlando, FL (on-site or as required by the Confidential Client).
• This role will remain open until filled. Benefits and additional details are provided by the Confidential Client.

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Why join our client

You’ll be part of an operations team that values data-driven scheduling and continuous improvement. This role is a great fit for analysts who enjoy turning data into operational actions that directly improve customer experience and efficiency.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.