Workforce Scheduler, Second-Shift na IntellaTriage

Description

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

Requirements

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

Benefits

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.