By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Join us-Where your Career is a Force for Good! Job Description: WHY CHOOSE US? As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good. We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference. The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions. At the American Red Cross, your uniqueness can shine! We are currently seeking a (Remote) Full-Time -Workforce Scheduler. Must have extensive experience with Workforce Management software. This position can work from any location in the United States and will work 5 days a week, including rotating Saturdays. This position will include variable work hours between 8:30am -9:00pm Eastern. WHAT YOU NEED TO KNOW Reporting to the Manager, Workforce Forecasting, the Workforce Scheduler defines the required work schedules for Training Services Service Agents to ensure adequate coverage for handling incoming sales calls, based upon historical call arrival patterns. The Workforce Scheduler is responsible for achieving optimum staffing levels for the customer service operations to meet performance, production, and cost targets. This position monitors Service Agents' compliance with operational procedures and prepares performance reports. The Scheduler makes real-time adjustments to direct calls to available Service Agents, as needed. WHERE YOUR CAREER IS A FORCE GOOD (Key Responsibilities): Creates weekly staff schedules in accordance with approved timeline requirements and staffing standards for customer service operations based on overall staffing capacity. Analyzes and develops weekly recommendations forscheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to meet customer service operational metrics Creates tracking reports for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. Maintains holiday and seasonality call volume patterns to incorporate into forecast to ensure staffing coverage. Manages and minimizes OT requirements. Uses software to optimize scheduling. Makes Servicing skill adjustments as necessary to meet overall customer service operational KPIs including: % answered, abandonment, service level and AHT performance metrics. Creates reports and performance dashboards based on historical data and forecasting results from workforce systems. *Standard Schedule: 5 days a week, including rotating Saturdays. This position will include variable work hours between 8:30am -9:00pm Eastern. The salary range for this position is $54,504-$72,000. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which th work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications. This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. WHAT YOU NEED TO SUCCEED: Bachelor's degree Minimum 3 years of related experience or equivalent combination of education and related experience required. Experience developing call volume forecasts and creating call center agent schedules using software program designed for workforce scheduling (e.g. Avaya, AWS and Verint) for call center operations Experience managing real-time agent staffing by skilling call center agents to achieve call-center operational performance metrics. Knowledge of call-center routing, IVR platforms and functionality preferred. Proficient with Microsoft Office Suite or related software. Ability to problem solve and work in fast-paced environment. Ability to work on a team. Essential Functions/Physical Requirements: Must be good verbal and written communicator. Must have very good home-based internet connectivity. Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential.May include sitting for long periods of time, driving a vehicle and working under challenging conditions. BENEFITS FOR YOU: We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn. * Medical, Dental Vision plans * Health Spending Accounts & Flexible Spending Accounts * PTO + Holidays * 401K with 5% match * Paid Family Leave * Employee Assistance * Disability and Insurance: Short + Long Term * Service Awards and recognition *LI-POST Apply now! Joining our team will provide you with the opportunity to make a difference every day. Interested in Volunteering? Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission. Visit to learn more, including our most-needed volunteer positions. To view the EEOC Summary of Rights, click here: Summary of Rights The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.