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Specialist, WFM Scheduling & Real-Time
About the position
We are excited to bring on a Specialist, WFM Scheduling & Real-Time to support the Group Protection business. As part of the Workforce Management team, the WFM Scheduling & Real-Time Specialist will act as a key contributor in both tactical and short-term planning of contact center processes. They will blend intraday operations with scheduling ownership and play a critical part in balancing labor supply with forecasted demand. The Specialist will ensure schedules are optimized, shrinkage is managed proactively, and day-of execution supports broader performance goals.
Responsibilities
- Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
- Promotes and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
- Performs and delivers on routine assignments/projects while simultaneously leveraging and applying knowledge of their assigned area(s) of responsibility.
- Identifies and communicates to management process improvements that reduce workloads or improve quality for their assigned area(s) of responsibility.
- Builds and maintains call center agent schedules based on short-term forecasts, staffing plans, and business constraints.
- Coordinates and manages time-off requests, shift bids, training events, and exception entry, ensuring schedule integrity and fairness.
- Monitors intraday staffing levels and takes corrective action in collaboration with operations when performance thresholds are at risk.
- Analyzes near-term trends to inform scheduling adjustments and recommends short-term changes to staffing allocations.
- Provides scheduling guidance to contact center leadership.
- Performs root cause analysis for missed service goals and supports reporting on key staffing performance metrics.
- Identifies opportunities to streamline scheduling practices and drives incremental process improvements.
- Partners with WFM Consultants and Forecasting team to ensure alignment of short and long-term plans.
Requirements
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
- 2-3+ Years of experience in a contact center and/or workforce management environment directly aligned to the specific duties of this role.
- Experience with contact center WFM and telephony systems, preferably Verint WFM and Five9
- Strong analytical and problem-solving skills with the ability to translate large data sets into actionable insights
- Proficiency in data visualization and reporting
- Excellent communication skills to present findings clearly and effectively across various leadership levels
Benefits
- Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
- Leadership development and virtual training opportunities
- PTO/parental leave
- Competitive 401K and employee benefits
- Free financial counseling, health coaching and employee assistance program
- Tuition assistance program
- Work arrangements that work for you
- Effective productivity/technology tools and training
