Consultant, WFM Scheduling & Real-Time Position Available In Essex, Massachusetts

Job Listing ID:

4297771

Job Title:

Consultant, WFM Scheduling & Real-Time Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

06/24/2025

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.)

Job Summary:

Alternate Locations:

Work from Home; Charlotte, NC (North Carolina); Omaha, NE (Nebraska)

Work Arrangement:

Remote :

Work at home employee Relocation assistance: is not available for this opportunity. Requisition #: 74738 The Role at a Glance We are excited to bring on a Consultant, WFM Scheduling & Real-Time to support the Group Protection business. Background Details As a Consultant on the Workforce Management team, you will serve as the subject matter expert and strategic lead for scheduling operations. This role owns the end-to-end scheduling process and ensures alignment between forecasted demand, staffing availability, and business requirements across multiple lines of business or channels. As a senior member of the WFM team, the Consultant partners closely with leadership to drive scheduling efficiency, workforce flexibility, and operational readiness. If this sounds like you, please read on! What you’ll be doing

• Lead the creation, optimization, and continuous refinement of contact center representative schedules based on forecasts, staffing targets, and business constraints.
• Build and manage complex shift bids, rotations, and preference-based scheduling models across multiple sites or queues.
• Incorporate shrinkage drivers (PTO, meetings, training, etc.) into scheduling plans and maintain buffer strategies for operational resilience.
• Evaluate scheduling effectiveness through performance metrics and provide insights to improve staffing alignment and service delivery.
• Act as primary scheduling advisor to operation leadership, HR, and training to ensure alignment with people and performance strategies.
• Drive innovation in scheduling through use of automation, forecasting feedback loops, and scenario planning.
• Provide guidance, training, and quality assurance to WFM team members across the entire scheduling process.
• Contribute to long-term capacity planning and workforce strategy by sharing scheduling trends, insights, and impacts
• Supports on the execution of the intraday plan, partnering with WFM team members and contact center leadership on day-of operations.
• Consult/Analyze on more complex assignments and/or projects for their assigned area(s).

What we’re looking for

Must-haves:

• 4 Year/Bachelor’s degree or equivalent work experience (4 years of experience in lieu of Bachelor’s)
• Minimum Required
• 3•5+ Years experience in a contact center with progressive workforce management experience, with an emphasis on scheduling strategy in a medium to large contact center.
• Deep expertise of WFM platforms (Verint, NICE WFM, etc.) with proven ability to leverage tools for advanced schedule modeling and optimization.
• High-level proficiency in Excel and experience with analytics tools (e.g., Tableau a plus)
• Excellent communication skills with demonstrated ability to present insights and influence stakeholders at all levels.

Application Deadline Applications will be accepted through July 4th, 2025. Posting may be taken down earlier due to applicant volume. What’s it like to work here? At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. What’s in it for you: Clearly defined career tracks and job levels, along with associat…

Job Classification:

Management Analysts Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A