Associate Workforce Scheduler

				Overview:
Associate Workforce Scheduler
Location: Remote - Brazil Work Arrangement: Remote
About This Role
Hyland is looking for a detail-oriented and analytically minded Associate Workforce Scheduler to support intraday scheduling and adjustments for our omnichannel, multi-site Technical Support operations. In this role, you will closely monitor real-time activity and take action to ensure achievement of departmental goals for Utilization, Shrink, Service Level, and Schedule Adherence. Working closely with our Workforce Analyst, Technical Support, and Operations leadership, you will contribute to reporting metrics and drive meaningful insights that optimize workforce performance across all regions. If you thrive in a fast-paced environment and are passionate about data-driven decision making, we'd love to hear from you.
Your Role Responsibilities? Here's What You'll Do.
* Assist with the management of UTO and PTO requests and processing using multiple systems for all regions.
* Assist in real-time monitoring and managing intraday schedules, adherence, and agent workloads based on volume arrival patterns, meetings, and other off-queue requirements.
* Provide Technical Support leadership with objective data around individual and team adherence and attendance concerns to maximize productivity and contact center performance.
* Process both short-term and long-term schedule change requests; contribute to data for daily, weekly, and monthly Workforce Management (WFM) reports.
* Provide observational insight and recommendations for temporary and permanent schedule optimizations to improve overall contact center efficiency.
* Support cross-regional workforce management operations in alignment with departmental goals for Utilization, Shrink, Service Level, and Schedule Adherence; perform other duties and assignments as directed.
Role Essentials
* Bachelor's degree or equivalent experience; 2+ years of WFM experience in a Technical Support environment or the equivalent.
* Strong understanding of Contact Center Operations and knowledge of support fundamentals; understanding of Real-Time Adherence and how it relates to Service Level goals.
* Proficiency with Excel with the ability to analyze labor data, call volumes, and create reports and charts; Microsoft Windows and Office proficient.
* Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; strong organizational, multi-tasking, and time management skills.
* Close attention to detail ensuring data and reporting are accurate; critical thinking and problem-solving skills; self-motivated with the ability to complete projects in a timely manner and thrive in a fast-paced, deadline-driven environment.
Technology Tools
* WFM Software Suite(s)
* Microsoft Windows
* Microsoft Office
* Microsoft Excel
What We'd Like to See (Preferred Skills)
* Experience with a WFM software suite(s); ability to adapt and learn new software programs, processes, policies, and skills quickly.
* Ability to summarize large quantities of information into actionable insights; strong data gathering, interviewing, and analytical problem-solving skills.
* Strong interpersonal skills; able to maintain solid rapport with team members and professionalism with those outside of the department; effective at gaining consensus and building trust.
* Ability to develop and use engaging, informative, and compelling presentation methodologies; comfortable working independently and in a collaborative team environment.
* Knowledge of systems administration; ability to handle sensitive information with discretion and tact across all levels of the organization.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud(tm), delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. (c) Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
			

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