Workforce Management Scheduler (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. To learn more, visit www.ezcater.com.

This Workforce Management Scheduler position will be an integral part of the Customer Service Team. The Workforce Management Scheduler will work closely with the management team to monitor and report on all things related to scheduling, adherence, forecasting, and efficiency on-site and at our outsource partner centers. We are looking for a team player, who will work with the other members of Management and Supervisors to help drive, document and measure processes, and constantly strive for improvement. This person will have a great head for numbers, be able to pivot and respond to change quickly, as well as communicate needs and recommendations to higher management.

What You'll Do: 

• Play a critical role in the daily performance management of our rapidly growing Customer Service team through quick and effective communication and decision making. 
• Monitor and maintain performance goals through the use of real time monitoring systems, including time off management. 
• Broaden awareness of call center leaders through ongoing, on time communication - anticipating solutions before the question is even asked. 
• Provide complex analysis and reporting in a clear and specific way tailored to the audience.
• Recognize scheduling gaps and implement innovative solutions to maximize efficiency; own it, figure it out and see it through to fruition. 
• Partner with short term and long term forecasters to collaborate on staffing plans; use historical data, trending and future impacts to make the right decisions for our business and people. 
• Produce short-term and intraday staffing plans by coordinating off-phone agent activity scheduling, and optimization of schedules. 
• Participate in and lead meetings with stakeholders as required to manage staffing plans and performance.

What You Have: 

• Minimum of 2 years in a call center environment (on the phone or a WFM role).
• Minimum of 1 year of WFM/RTA experience.
• Must have 1 year experience with NICE IEX or Verint WFM software applications.
• A track record of translating …