Workforce Scheduling Analyst - Sioux Falls, SD

Workforce Scheduling Analyst - Sioux Falls, SD Midco - 3.6 Sioux Falls, SD Job Details Full-time 1 day ago Benefits Health savings account Disability insurance 401(k) matching Qualifications Call center experience Writing skills Staff scheduling Research High school diploma or GED Excel data analysis

Full Job Description Job Summary:

As a Workforce Scheduling Analyst, you will support contact center operations by creating, maintaining, and adjusting employee schedules to ensure adequate coverage and service level performance. This role is responsible for administering shift bids, scheduling offline activities, executing short-term schedule changes, and monitoring schedule efficiency using workforce optimization tools. You will work closely with leadership and Operations Training to address daily staffing needs, respond to performance trends, and support all customer contact channels. The schedule for this position is 10:00am-7:00pm, Monday-Friday. This is a hybrid position working 3 days per week from our Sioux Falls office with the option to work-from-home the remaining days.

Responsibilities:

Design, build, and maintain team member schedules using the Workforce Optimization (WFO) platform to support service level goals and operational needs. Administer shift bids, approve shift changes, schedule offline activities, and execute short‑term schedule modifications to maintain optimal coverage and efficiency. Clearly communicate scheduling strategies, changes, and impacts to leadership and team members. Collaborate with leadership and Operations Training to identify and schedule offline activities and learning initiatives at optimal times. Analyze contact center performance data to identify trends, risks, and opportunities; partner with leadership to take corrective action as needed. Support service level achievement across all contact types, including inbound and outbound voice, digital chat, and social media interactions. Research team member training needs and formulate scheduling strategies that align development, staffing, and operational requirements. Think strategically by researching call routing and staffing enhancements; make informed recommendations on leveraging the Automatic Call Distributor (ACD) to improve customer and employee experience. Create, maintain, and deliver reports for internal stakeholders; assist leaders in interpreting data and applying insights. Ensure internal customer requests are addressed accurately and in a timely manner. Support Workforce Management initiatives as needed, including forecasting, real‑time queue monitoring, maintenance of ACD and WFO platforms, and ad‑hoc analysis. Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same. Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures. Maintain reliable and predictable attendance as required by the position. Perform other duties as assigned.

Note:

Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

High school diploma or equivalent (GED). Minimum of 3 years of experience scheduling in a contact center environment. Strong proficiency with Microsoft Excel, including lookup functions, pivot tables, conditional formatting, data filtering, charts, and graphs. Detail‑oriented with strong analytical, organizational, and problem‑solving skills. Strong written and verbal communication skills with the ability to explain data and recommendations clearly.

Preferred Qualifications:

Bachelor's degree in Business, Mathematics, Analytics, Operations Management, or a related field. Experience applying workforce staffing principles in a contact center environment supporting voice and digital channels. Experience with Genesys, Interactive Intelligence (i3), or similar ACD platforms. Experience creating, modifying, and running SQL queries.

Work Environment:

The noise level in the work environment is moderate. Work is primarily performed in a professional office environment and/or remote work setting, depending on business needs. May be required to work in excess of 40 hours per week and outside normal business hours, such as holidays, evenings, and weekends, as business demands.

Physical Demands:

May occasionally be required to reach with hands and arms, stoop, kneel, or crouch. May be required to remain in a seated position for extended periods. May occasionally lift or move items such as materials, equipment, or supplies. Heavy keyboard/mouse usage required with repetitive movements.

Mental Demands:

Demonstrate strong attention to detail and sustained concentration when reviewing information and completing work tasks. Communicate information, expectations, and updates clearly and professionally, both verbally and in writing. Maintain focus and accuracy while managing multiple priorities and meeting deadlines. Remain calm, composed, and professional when responding to changing demands or high‑pressure situations. Apply sound analytical thinking and judgment to evaluate information and support effective decision‑ Work productively both independently and collaboratively to meet operational goals and organizational standards. Exercise good judgment while applying policies, procedures, and guidelines consistently.

Req Benefits:

Free Midco internet and TV Generous 401(k) match and paid time away from work programs Midco-provided short and long term disability insurance Midco contributions to your HSA Programs to support your physical, mental, emotional and financial wellbeing And many more

Additional Details :

Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles. We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve. We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin. Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact. Ready to work at Midco? We thought so. Visit Midco.com/Careers to learn about employment opportunities and apply today. Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.