Description
This position is hybrid, working in the office 3 days a week and working from home 2 days a week.
The Senior Workforce Planning Specialist (Workforce Planning Coordinator II) is responsible for developing, maintaining, and optimizing staff schedules to ensure the organization meets service level objectives while maximizing efficiency. This role uses forecasting data, business trends, and workforce management tools to align staffing with demand, minimize costs, and support operational performance.
Key Responsibilities:
- Updates daily exceptions to the shift schedules in a real time mode into the scheduling system, inclusive of sick and unscheduled time off, tardies and other necessary exceptions during the business day as directed by management.
- Continuously monitors incoming call volumes, real time adherence and all offline activities (ie. ACW, AUX and time logged off) to determine an associate's availability. Reports the information to the Workforce Manager and/or leadership as necessary.
- Prepares various reports (ie adherence, daily operating reports, call etc.) for the leadership team according to scheduled timeframes to assist them with the daily and future achievement service level objectives.
- Create and maintain accurate agent schedules based on forecasted demand and business requirements
- Optimize schedules to meet service level agreements (SLAs), occupancy, and productivity targets
- Manage schedule adjustments including shift swaps, time-off requests, and real-time changes
- Collaborate with forecasting and real-time teams to ensure alignment across WFM functions
- Analyze scheduling effectiveness and recommend improvements to increase efficiency
- Ensure compliance with labor laws, company policies, and contractual obligations
- Monitor schedule adherence trends and provide insights to leadership
- Support capacity planning by identifying gaps in staffing and proposing solutions
- Maintain data integrity within workforce management systems
- Generate reports and dashboards on scheduling performance metrics
Qualifications:
- 2+ years of experience in Workforce Management, scheduling, or call center operations
- Strong analytical and problem-solving skills
- Proficiency in WFM tools (e.g., Genesys Cloud, NICE, Verint, or similar platforms)
- Advanced Excel skills (pivot tables, formulas, data analysis)
- Strong attention to detail and organizational skills
- Ability to work in a fast-paced, dynamic environment
Key Competencies:
- Analytical thinking and data interpretation
- Time management and prioritization
- Communication and cross-functional collaboration
- Adaptability and decision-making under pressure
- Continuous improvement mindset
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Bachelor’s degree in Business, Finance, Statistics, or related field (or equivalent experience)
- GenCloud and Salesforce experience
#LI-Hybrid
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $18.56 - USD $34.66 / Hour*
*Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
