Company Overview:
Homeaglow is a start-up technology company that offers cleaning services via a platform-based booking system. Our mission is to create better lives by being the most efficient platform for home services.
We've been in operation since 2016 and currently service 50 US markets with 15,000 cleaning jobs worked per week.
Job description:
The Workforce Forecaster and Scheduler is responsible for forecasting workload demand and creating efficient staffing schedules to meet operational goals and service level targets. This role is hands-on and involves directly executing forecasting, capacity planning, and schedule creation. Additionally, the role will leverage CRM platforms (HubSpot, Zoho) to extract data for demand forecasting, reporting, and workforce analytics.
What you'll do:
- Forecast workload demand using historical and CRM data (HubSpot)
- Build and maintain agent schedules, shifts, breaks, holidays, and PTO coverage
- Track forecast vs actual performance and adjust schedules in real-time
- Analyze trends, identify staffing gaps, and provide actionable recommendations
- Support multi-channel operations (voice, chat, email, back-office)
Minimum Requirements:
- At least 12 years hands-on experience in workforce forecasting & scheduling (BPO, shared services, HR ops, or staffing)
- Knowledge of workforce concepts: shrinkage, occupancy, adherence, service levels
- Proficiency in Excel/Sheets (formulas, pivot tables, basic reporting)
- Experience with HubSpot or Zoho CRM for data extraction and reporting
- Familiarity with at least one WFM tool (NICE, Verint, Genesys, Aspect, Calabrio)
- Strong analytical skills, detail-oriented, able to work independently
Technical Skills
Must-Have
- Workforce Management tools: NICE, Verint, Genesys, Aspect, Calabrio
- Forecasting & scheduling: volume forecasts, staffing calculations, shift planning, break and PTO management
- Spreadsheet skills: Excel/Sheets formulas, pivot tables
- Data analysis: trend analysis, variance reporting, forecast accuracy
- Knowledge of labor rules and operational constraints for scheduling
Can-Have / Nice-to-Have
- Advanced Excel: Macros, Power Query, Power Pivot
- Data visualization: Power BI, Tableau, Google Data Studio
- Statistical/analytical tools: R, Python, SPSS
- Predictive modeling and scenario planning for workforce optimization
- Multi-channel scheduling experience (voice, chat, email, back-office)
- ERP / HRIS integration (SAP, Oracle, Workday)
- Automation: VBA, Google Apps Script for recurring schedules and reporting
Others:
- Willingness to work
- 5 days x 10 hours per day (42.5 working hours per week)
- 1 hour lunch per workday
- 30 minutes break per workday
- during day, mid or graveyard shift, Holidays and rotating rest days
- Comfortable working in a fast-paced tech startup environment
Equipment:
- Fast internet (at least 25 Mbps upload and download speed)
- Processor: i5 or equivalent
- RAM: min. 8GB
- You will be required to have a second monitor (min of 24 at 1920x1080 resolution) within 30 days from start date
What to expect (pay and training):
Probationary
Pay: $1100 USD hourly
- Probationary Period: 2 months
Non-Probationary
Pay: $1400 USD hourly
Schedule
- 10 hours per day, 5 days per week
- Includes 1-hour lunch and 30-min break
- Start time between 8am to 10am CT
- PTO policy: 45 hrs every 6 mos
- 1 month's notice for each week of PTO
- 2 weeks notice for anything less than 1 week of PTO
- Notify your manager before your shift for sick days
- Medical certificate required for sick leave exceeding 3 consecutive days
Benefits:
- Competitive pay
- Work from home set-up
- High-growth opportunity
- Paid leaves
- In person team building, retreats
