Overview
Workforce Scheduler, Second-Shift Jobs in United States at IntellaTriage
Title: Workforce Scheduler, Second-Shift
Company: IntellaTriage
Location: United States
The Second-Shift Workforce Scheduler is responsible for managing intraday staffing and schedule performance during afternoon, evening, and weekend operating hours in a 24/7 contact center. This role helps ensure the right staffing is in place to meet service levels, occupancy targets, and customer demand by monitoring real-time performance, making same-day schedule adjustments, and partnering closely with operations leaders.
This position is especially important in environments where call volume is concentrated after-hours and on weekends. The scheduler serves as a key workforce management point of contact during high-risk coverage periods and helps stabilize staffing through schedule changes, overtime coordination, adherence follow-up, and queue balancing.
Typical Schedule
Wednesday-Sunday, 2:00 p.m. – 11:00 p.m.
Schedule may vary based on business need, seasonal demand, or call volume patterns. Holiday and weekend coverage may be required.
What you'll do:
- Make same-day adjustments to breaks, lunches, offline time, and shift assignments to improve coverage
- Identify staffing gaps caused by callouts, early departures, adherence issues, or unexpected volume spikes
- Recommend and coordinate overtime, flex time, VTO, or schedule modifications based on business need
- Partner with operations leaders and on-shift supervisors to respond to service-level risk
- Support queue balancing and skill assignment changes when needed
- Track employee schedule adherence and communicate concerns to operations leadership
- Escalate emerging staffing risks, outages, or significant performance variances
- Document intraday decisions, schedule changes, and end-of-shift handoff notes for overnight or next-shift teams
- Maintain schedule accuracy in workforce management systems
- Provide insight on recurring evening and weekend staffing trends to support future scheduling improvements
Success measures:
- Service level performance during assigned shift
- Assigned-shift service level performance
- Staffing variance versus plan
- Schedule adherence results
- Speed and effectiveness of intraday staffing recovery
- Accuracy of schedule changes and documentation
- Quality of communication and handoff to operations
Requirements
Required Education:
- Bachelor's degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered
- WFM certification/training preferred
Required Experience:
- 2+ years of workforce management, scheduling, real-time analysis, or contact center operations experience
- Experience in a multi-shift or 24/7 contact center environment preferred
- Familiarity with workforce management systems and call center reporting tools
- Strong understanding of service level, occupancy, shrinkage, adherence, and staffing concepts
- Strong analytical and problem-solving skills
- Ability to make quick, sound decisions in a fast-paced environment
- Excellent communication skills and ability to work cross-functionally with operations leaders
- Strong Excel or spreadsheet skills preferred
- Experience supporting evening, overnight, or weekend operations strongly preferred
Preferred Experience:
- Experience supporting clinical programs or a nurse-staffed call center (RNs/LPNs)
- Experience in healthcare, home health, hospice, patient access, or nurse triage operations
- Experience in skill-based routing or multi-queue staffing models
- Familiarity with intraday reforecasting and same-day staffing interventions
- Experience supporting remote teams
Key Competencies:
- Real-time decision making
- Staffing judgment
- Attention to detail
- Calm under pressure
- Communication and escalation discipline
- Time management
- Collaboration
Benefits
This will be a full-time, hourly position based out of our Nashville office. You will be eligible for the full-time suite of benefits for hourly employees including medical, dental, vision, 15 days of PTO, and the opportunity to participate in the 401k program with a company match.
