Workforce Management Scheduler

Workforce Management Scheduler

Kenosha Branch

12355 Uline Way, Kenosha, WI 53144

Customer Service is the heartbeat of Uline! As a Workforce Management Scheduler, you will coordinate call center schedules and monitor staffing to ensure optimal coverage to deliver the best-in-class experience our customers have come to love and expect.

Careers Packed with Potential. Backed by 45+ years of success, Uline offers opportunities to grow your career with stability you can count on.

Position Responsibilities 

• Build, publish and maintain optimized schedules across Uline's national customer service team.

• Manage non-production activities for proper staffing levels to meet service levels.

• Analyze and report on scheduling and staffing trends to provide overall coverage improvement recommendations to leadership.

• Partner with management to identify and drive Workforce Management (WFM) process improvements.

• Support customer service command center responsibilities monitoring real-time activities and volume.

Minimum Requirements

• High school diploma or equivalent. Bachelor’s degree preferred.

• 2+ years in customer service and / or Workforce Management (WFM) with experience using WFM software.

• Microsoft Excel experience with intermediate knowledge of formula definitions.

• NICE WFM (IEX) scheduling system experience is preferred.

• Strong multi-tasking, organizational and communication skills with excellent attention to detail.