Job Description
At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,
Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,
and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,
introducing some of the first web-based professional education courses in 2001. Today, the company’s
family of brands are the leading online professional education platforms in their respective end-markets.
We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned
The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing staff schedules that align workforce resources with forecasted demand, service goals, and business requirements. This role helps ensure the operation has the right people in the right place at the right time to support customer experience, productivity, and cost efficiency across channels.
This position plays a key role in translating forecasts and staffing plans into executable schedules that balance service needs, shrinkage, compliance requirements, and employee experience. The Scheduler works closely with forecasting, real-time, and operations teams to produce practical schedules, manage intraday and near-term schedule adjustments, and support ongoing schedule quality and coverage performance.
What You'll Do:
- Build and maintain schedules that align with forecasted workload, staffing requirements, and business priorities.
- Create schedules for voice, chat, email, back-office, and other supported work types, as applicable.
- Incorporate shrinkage, breaks, lunches, meetings, training, PTO, and other offline activities into schedules.
- Publish schedules accurately and on time in accordance with business timelines.
- Maintain schedule data and ensure schedule updates are reflected correctly in workforce management systems.
- Support schedule changes related to reforecasts, staffing changes, business events, and operational needs.
- Evaluate schedule quality and interval-level coverage to identify opportunities for improvement.
- Balance customer demand, staffing efficiency, compliance requirements, and employee experience when building schedules.
- Review overstaffed and understaffed intervals and make recommendations to improve coverage.
- Optimize placement of breaks, lunches, shrinkage, and offline activities to reduce avoidable service risk.
- Support overtime, voluntary time off, and schedule adjustment planning where appropriate.
- Partner with workforce leadership to improve schedule efficiency and alignment to demand.
- Manage shift changes, swaps, and other schedule-related processes as applicable.
- Process and maintain schedule exceptions, including PTO, training, meetings, and other approved changes.
- Ensure schedules remain compliant with labor rules, business policies, and operational guidelines.
- Audit schedule inputs, coding, and outputs for accuracy and consistency.
- Maintain schedule-related records, documentation, and change history.
- Partner with forecasting to understand staffing requirements and volume trends.
- Partner with real-time analysts and operations leaders to adjust schedules based on changing business needs.
- Communicate schedule impacts, risks, and recommendations clearly to leaders and stakeholders.
- Support discussions around staffing tradeoffs, schedule fit, and operational constraints.
- Provide feedback on recurring schedule design issues, coverage gaps, and process improvement opportunities.
- Analyze schedule performance against staffing requirements and operational outcomes.
- Support reporting on schedule efficiency, coverage accuracy, schedule stability, and exception trends.
- Identify patterns in schedule change volume, shrinkage placement, adherence impact, and staffing gaps.
- Use scheduling data to recommend improvements to future schedule design and workforce planning.
- Contribute to the development and maintenance of scheduling SOPs, business rules, and best practices.
- Identify opportunities to improve schedule workflows, automation, reporting, and data accuracy.
- Support audits and reviews of schedules, exceptions, and compliance-related items.
- Participate in continuous improvement efforts across the workforce management function.
What You'll Need to be Successful:
- Bachelor's degree in business or analytics or equivalent combination of education or 3 years call center work experience considered in lieu of degree.
- Experience with Calabrio or other workforce planning tools preferred.
- Experience in workforce management, contact center operations, real-time analysis, reporting, or planning support.
- Strong analytical skills with the ability to interpret operational data and make sound recommendations quickly.
- Advanced proficiency in Microsoft Excel or Google Sheets.
- Strong attention to detail and organizational skills.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment and make decisions under pressure.
- Experience in a contact center or high-volume service environment.
- Knowledge of workforce management principles such as forecasting, scheduling, shrinkage, occupancy, service level, and interval-based performance.
- Experience with workforce management platforms such as Calabrio, NICE IEX, Verint, or similar systems.
- Experience supporting omni-channel environments.
- Strong understanding of schedule construction and interval-level coverage.
- Ability to translate demand requirements into practical staffing schedules.
- Strong attention to detail and commitment to accuracy.
- Ability to balance multiple priorities, constraints, and competing business needs.
- Sound judgment and confidence in making operational recommendations.
- Strong time management and ability to meet deadlines.
- Ability to communicate clearly with workforce leaders, supervisors, and operations stakeholders.
- Comfortable working in a fast-paced environment with shifting priorities and frequent schedule changes.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
