Workforce Management Scheduling Analyst

Aura is on a mission to create a safer internet.  In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly.  This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. 

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Role Overview:

The Workforce Management Scheduling Analyst is responsible for owning workforce scheduling and optimization across Aura’s 24/7 customer support operation. This role translates workforce forecasts and capacity plans into executable schedules that support reliable service delivery across multiple support channels including inbound voice, outbound calling, chat, and email/casework.

This position manages schedule creation, shift design, PTO allocation, and staffing coverage to ensure operational targets are met while balancing employee experience and operational efficiency.

The role partners closely with workforce planning and CX operations leaders to ensure schedules align with staffing plans, operational priorities, and customer demand. In addition, the position provides coordination for intraday workforce management activities, working closely with real-time analysts to ensure schedules are executed effectively and service levels remain stable.

This role also provides functional leadership and guidance to the Real Time Analyst (RTA) team, serving as the primary coordination point between scheduling strategy and intraday execution to ensure workforce plans are carried out effectively.

What You’ll Do:

Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework

Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets

Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods

Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments

Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards

Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements

Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage

Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership

Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups

Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability

Provide day-to-day operational guidance to real time analysts to ensure intraday management actions align with workforce plans, scheduling strategies, and service level objectives

Lead coordination with real time analysts on intraday execution of schedules, including overtime, voluntary time off, schedule adjustments, and staffing mitigation strategies

Support multi-channel routing strategies by ensuring schedules align with skill assignments, queue structures, and operational priorities

Collaborate with Workforce Planning to ensure schedules reflect updated forecasts, staffing changes, and capacity planning decisions

Maintain documentation and operational standards for scheduling processes across the broader WFM ecosystem

Track and report on scheduling effectiveness and workforce performance metrics including schedule coverage, schedule efficiency, adherence performance, and occupancy support

Assist with workforce management system configuration requests related to scheduling, staffing groups, and workforce structures

Other duties as assigned

What You Bring:

4+ years of workforce management experience in a contact center environment

Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment

Experience scheduling for voice, chat, email/casework, and outbound support channels

Hands-on experience with Verint Workforce Management (required)

Experience working with a cloud contact center platform such as Five9 (preferred)

Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage

Experience supporting intraday workforce management operations

Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps

Advanced Excel and reporting skills

Strong organizational and communication skills with the ability to manage complex scheduling environments

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.

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Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

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