McGraw Hill · 4 hours ago
Senior, Workforce Management Planning and Scheduling Analyst
United States
Full-time
Remote
Mid, Senior Level
$55K/yr - $70K/yr
5+ years expMcGraw Hill is a leading provider of digital and print educational solutions, seeking a Senior Workforce Management Planning and Scheduling Analyst. This role is responsible for forecasting, scheduling, and planning volume and staffing needs across multiple lines of business within Customer Experience.
PublishingEducationEdTechE-Learning
Responsibilities
Meeting with domestic leadership and the outsource partners daily/weekly to monitor performance
Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.)
Short-term and long-term forecasting
Design and develop forecasting models using historical data along with anticipated changes that would impact future trends (automation, sales, etc.)
Continuous monitoring volumes across multiple channels and providing feedback to domestic leadership and outsource partners on necessary adjustments
Create associate schedules that match contact arrival patterns, modify schedules based on changes in demand. Schedule associates in required activities that allow service levels to be maintained (team meetings, breaks, lunches, sustainment, coaching, required trainings, etc.)
Create time off allocations, across work types that ensure service level goals are met and associate satisfaction is achieved as well
Serve as a subject matter expert for forecasting and scheduling in both Contract Center and Backoffice environment
Qualification
Required
5+ years of Workforce Management experience
5+ years of vendor management experience
Short-term and long-term forecasting for volume and staffing requirements
Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central.)
Advanced Excel experience
Advanced experience creating and monitoring both long-term and short-term staffing plans
Advanced experience creating and developing long term and short-term staffing plans
Benefits
A full range of medical and/or other benefits may be provided, depending on the position offered.
Company
McGraw Hill
We are a leading global education company that partners with millions of educators, learners and professionals around the world.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
Platinum Equity,Vector Capital
2025-07-24IPO
2021-09-30Private Equity
2021-06-15Acquired
Leadership Team
Lloyd G. Waterhouse
CEO & President
Simon Allen
President & CEO
Recent News
2026-02-12
legacy.thefly.com
2026-02-12
2026-02-12
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