WFM Senior Schedule Optimization Analyst

Location: Remote - (United States) Posted: October 24, 2025 Job Type: Full Time Req# 2025-5284 Customer Service Position Summary The Workforce Management (WFM) Senior Schedule Optimization Analyst plays a vital role in ensuring that Empower Pharmacy's workforce is aligned to meet patient and business needs with efficiency and fairness. This role creates and optimizes schedules that balance operational requirements, employee satisfaction, and regulatory compliance. By translating forecasts into actionable staffing plans, this position enables seamless service delivery and supports Empower's mission of helping people live healthier, happier lives. Duties and Responsibilities

• Develops, implements, and refines scheduling models that align workforce resources with forecasted demand to maximize efficiency and service levels.
• Leads the design and management of shift bids, shift swaps, and time-off processes, ensuring fairness, compliance, and transparency.
• Partners with cross-functional leaders to integrate multi-skill, multi-channel workloads into schedules that enable operational agility and resilience.
• Audits scheduling practices regularly, identifying gaps, risks, and opportunities for improvement while ensuring compliance with labor laws and organizational policies.
• Drives continuous improvement by monitoring scheduling performance, analyzing key metrics, and presenting actionable recommendations to leadership.
• Collaborates with Human Resources and Operations leaders to embed training, coaching, and employee development into schedules without compromising business performance.
• Champions workforce engagement by balancing operational priorities with employee satisfaction and well-being in scheduling practices.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Knowledge and Skills

• Strong communication, problem-solving, and analytical skills with the ability to collaborate across functions and present data-driven recommendations. (Add: Strong comprehensive knowledge of schedule Optimization)
• Proficiency in WFM systems such as Verint, NICE CXOne, or Genesys, with advanced Microsoft Excel and reporting expertise.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• A minimum of 5 years of WFM experience in a contact center or multi-channel environment, with demonstrated expertise in scheduling optimization.
• Requires a bachelor's degree in business, operations management, or a related field, or equivalent professional experience.
• Certified Workforce Planning Professional (CWPP) certification preferred; Project Management Professional (PMP) preferred.

Benefits

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/ Apply tot his job Apply To this Job