The Second-Shift Workforce Scheduler is responsible for managing intraday staffing and schedule performance during afternoon, evening, and weekend operating hours in a 24/7 contact center. This role helps ensure the right staffing is in place to meet service levels, occupancy targets, and customer demand by monitoring real-time performance, making same-day schedule adjustments, and partnering closely with operations leaders.
This position is especially important in environments where call volume is concentrated after-hours and on weekends. The scheduler serves as a key workforce management point of contact during high-risk coverage periods and helps stabilize staffing through schedule changes, overtime coordination, adherence follow-up, and queue balancing.
Typical Schedule
Wednesday–Sunday, 2:00 p.m. – 11:00 p.m.
Schedule may vary based on business need, seasonal demand, or call volume patterns. Holiday and weekend coverage may be required.
What you’ll do:
· Make same-day adjustments to breaks, lunches, offline time, and shift assignments to improve coverage
· Identify staffing gaps caused by callouts, early departures, adherence issues, or unexpected volume spikes
· Recommend and coordinate overtime, flex time, VTO, or schedule modifications based on business need
· Partner with operations leaders and on-shift supervisors to respond to service-level risk
· Support queue balancing and skill assignment changes when needed
· Track employee schedule adherence and communicate concerns to operations leadership
· Escalate emerging staffing risks, outages, or significant performance variances
· Document intraday decisions, schedule changes, and end-of-shift handoff notes for overnight or next-shift teams
· Maintain schedule accuracy in workforce management systems
· Provide insight on recurring evening and weekend staffing trends to support future scheduling improvements
Success measures:
· Service level performance during assigned shift
· Assigned-shift service level performance
· Staffing variance versus plan
· Schedule adherence results
· Speed and effectiveness of intraday staffing recovery
· Accuracy of schedule changes and documentation
· Quality of communication and handoff to operations
Required Education:
· Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
· WFM certification/training preferred.
Required Experience:
· 2+ years of workforce management, scheduling, real-time analysis, or contact center operations experience
· Experience in a multi-shift or 24/7 contact center environment preferred
· Familiarity with workforce management systems and call center reporting tools
· Strong understanding of service level, occupancy, shrinkage, adherence, and staffing concepts
· Strong analytical and problem-solving skills
· Ability to make quick, sound decisions in a fast-paced environment
· Excellent communication skills and ability to work cross-functionally with operations leaders
· Strong Excel or spreadsheet skills preferred
· Experience supporting evening, overnight, or weekend operations strongly preferred
Preferred Experience:
· Experience supporting clinical programs or a nurse-staffed call center (RNs/LPNs).
· Experience in healthcare, home health, hospice, patient access, or nurse triage operations
· Experience in skill-based routing or multi-queue staffing models
· Familiarity with intraday reforecasting and same-day staffing interventions
· Experience supporting remote teams
Key Competencies:
· Real-time decision making
· Staffing judgment
· Attention to detail
· Calm under pressure
· Communication and escalation discipline
· Time management
· Collaboration
This will be a full-time, hourly position based out of our Nashville office. You will be eligible for the full-time suite of benefits for hourly employees including medical, dental, vision, 15 days of PTO, and the opportunity to participate in the 401k program with a company match.
