"Alerted.org

Senior, Workforce Management Planning and Scheduling Analyst

McGraw Hill

1 Positions

ID: 5659

Posted On 08/01/2025

Job Overview

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

McGraw Hill, the leading provider of digital and print educational solutions, is looking for a **Senior** **Workforce Management Planning and Scheduling Analyst.** The Senior Workforce Management Planning and Scheduling Analyst is responsible for forecasting, scheduling and planning volume and staffing needs across multiple lines of business within Customer Experience. Responsibilities include providing short-term and long-term interval forecasts (30 minutes, daily, weekly, monthly, etc.), monitoring domestic and outsource partner performance for multiple channels (calls, cases and chats) and working with the vendor on optimal staffing levels while staying in budget.

.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

+ 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.

What you need to be considered:** ** 

+ 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.

Here’s what we offer:** ** 

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

The pay range for this position is between $55,000 - $69,500 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location.  Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefits offerings.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

49138

Primary Contact

1702837431829

Jacqui Edwards

,

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Publishing/Printing

Location

Remote, Remote

Job Type

Employee

Full/Part

Full Time

Company ID

695

Job REQ #

5659

\# Positions

1

Start Date

20250801

End Date

20250901

Featured Job

TH Ad

TH Comments

Similar Jobs

Jr Analyst, Permissions, Copyrights, and Royalty E

McGraw Hill

Jr Analyst, Permissions, Copyrights, and Royalty E

McGraw Hill

Senior Director, Academic Design Science

McGraw Hill

Senior Director, Academic Design Humanities

McGraw Hill

Senior Instructional Designer

McGraw Hill

Senior User Experience Designer, AI

McGraw Hill

Electrical Maintenance Technicians - 2nd and 3rd S

Express Employment Professionals

Senior Editor

Kendall Hunt Publishing Company

Share this Job

McGraw Hill

About the Company

At McGraw Hill, we believe that our contribution to unlocking a brighter future lies within the application of our deep understanding of how learning happens and how the mind develops. It exists where the science of learning meets the art of teaching.

Educators have been and always will be at the core of the learning experience. The solutions we develop help educators impart their knowledge to students more efficiently. We believe that harnessing technology can enhance learning inside and outside of the classroom and deepen the connections between students and teachers to empower greater success.

By partnering with educators around the globe, our learning engineers, content developers and pedagogical experts are developing increasingly open learning ecosystems that are proven to improve pass rates, elevate grades and increase engagement for each individual learner while improving outcomes for all.

Why? Because learning changes everything.

http://www.mheducation.com/careers (https://careers.mheducation.com/)