The WFM Scheduler/Platform Administrator is responsible for building and maintaining agent schedules, administering the WFM and CCaaS platforms, and providing operational support for centralized patient access operations. This hybrid role combines day-to-day scheduling execution with technical platform ownership, ensuring our workforce management infrastructure scales alongside our rapidly growing clinic network. You will be instrumental in building the scheduling processes and system configurations that power staffing decisions affecting thousands of patient interactions daily.

Key Responsibilities

Scheduling (50%)

• Build and publish weekly schedules aligned with forecasted demand and service level targets
• Translate forecast outputs into optimal shift coverage and staffing plans
• Manage schedule exceptions including PTO requests, shift swaps, and coverage adjustments
• Coordinate with operations leadership on agent availability, scheduling preferences, and constraints
• Develop and optimize shift templates, rotation patterns, and bidding processes
• Generate scheduling reports and analyze schedule efficiency metrics

Platform Administration (30%)

• Configure and maintain WFM platform (NiCE): skills, queues, routing rules, schedule parameters, and user permissions
• Manage user access, role assignments, and security settings across WFM, CCaaS, and UCaaS systems (Five9 & NiCE)
• Serve as primary point of contact for platform vendor support and issue resolution
• Document system configurations, workflows, and standard operating procedures
• Partner with IT on integrations, upgrades, and system enhancements
• Troubleshoot platform issues and implement solutions to improve system reliability

Real-Time Support (20%)

• Monitor real-time adherence and service levels during core business hours
• Make intraday adjustments (VTO, overtime, skill changes, queue rebalancing) as needed
• Communicate staffing concerns and escalate significant variances to operations leadership
• Track and document real-time decisions to inform future scheduling improvements

Required:

• 2-4 years of experience in workforce management scheduling or contact center operations
• Hands-on experience with WFM platforms (NICE, or similar)
• Demonstrated experience with system administration, configuration, or platform management
• Proficiency in Excel for schedule analysis, reporting, and data manipulation
• Understanding of contact center metrics (service level, adherence, occupancy, shrinkage, AHT)
• Strong attention to detail and ability to manage competing priorities in a fast-paced environment

Preferred:

• Experience as a WFM platform administrator or super-user
• Healthcare contact center experience
• Familiarity with Erlang C calculations and capacity planning concepts
• Experience with CCaaS/UCaaS platform configuration (IVR, skills-based routing, queue management)
• SQL or reporting tool experience a plus

Expanding Access to Quality Care

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact. 

Let’s go further together and transform care. Join the #PTSLife today! 

To see what #PTSLife is like, visit Instagram, Facebook, and LinkedIn.