Specialist, WFM Scheduling & Real-Time

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Date: Jul 2, 2025

Primary Location: Charlotte, NC, US

Company: Lincoln Financial

Alternate Locations: Work from Home; Charlotte, NC (North Carolina); Omaha, NE (Nebraska)

 

Work Arrangement:

Remote : Work at home employee

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 74805

 

The Role at a Glance

We are excited to bring on a Specialist, WFM Scheduling & Real-Time to support the Group Protection business. 

 

Background Details

 

As part of the Workforce Management team, the WFM Scheduling & Real-Time Specialist will act is a key contributor in both tactical and short-term planning of contact center processes. They will blend intraday operations with scheduling ownership and play a critical part in balancing labor supply with forecasted demand. The Specialist will ensure schedules are optimized, shrinkage is managed proactively, and day-of execution supports broader performance goals.

What you'll be doing

•    Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
•    Promotes and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
•    Performs and delivers on routine assignments/projects while simultaneously leveraging and applying knowledge of their assigned area(s) of responsibility.
•    Identifies and communicates to management process improvements that reduce workloads or improve quality for their assigned area(s) of responsibility.
•    Builds and maintains call center agent schedules based on short-term forecasts, staffing plans, and business constraints.
•    Coordinates and manages time-off requests, shift bids, training events, and exception entry, ensuring schedule integrity and fairness.
•    Monitors intraday staffing levels and takes corrective action in collaboration with operations when performance thresholds are at risk.
•    Analyzes near-term trends to inform scheduling adjustments and recommends short-term changes to staffing allocations.
•    Provides scheduling guidance to contact center leadership.
•    Performs root cause analysis for missed service goals and supports reporting on key staffing performance metrics.
•    Identifies opportunities to streamline scheduling practices and drives incremental process improvements.
•    Partners with WFM Consultants and Forecasting team to ensure alignment of short and long-term plans.

What we’re looking for

Must-haves:


•    4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
•    2-3+ Years of experience in a contact center and/or workforce management environment directly aligned to the specific duties of this role.
•    Experience with contact center WFM and telephony systems, preferably Verint WFM and Five9
•    Strong analytical and problem-solving skills with the ability to translate large data sets into actionable insights
•    Proficiency in data visualization and reporting
•    Excellent communication skills to present findings clearly and effectively across various leadership levels

Application Deadline

Applications will be accepted through July 18th, 2025. Posting may be removed earlier due to applicant volume. 

 

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. 

 

What’s in it for you:

  • Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

  • Leadership development and virtual training opportunities

  • PTO/parental leave

  • Competitive 401K and employee benefits

  • Free financial counseling, health coaching and employee assistance program

  • Tuition assistance program

  • Work arrangements that work for you

  • Effective productivity/technology tools and training

 

The pay range for this position is $53,500 - $96,300 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees.  In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual.  Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

 

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. 

 

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. 

 

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. 

 

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

 

Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. 

 

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

 

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.  Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

 

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy.  An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

 

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

 

Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

 

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos. 


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