Workforce and Scheduling Analyst

Workforce and Scheduling Analyst


Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world.  Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.  

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.


Job Type: Full Time 


Location: NY Tonawanda - US041 


The Workforce Scheduling and Forecasting Analyst is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for processing center operations. The Workforce Scheduling Analyst works directly with the operations team and the client (where applicable) to ensure that staffing levels are consistent on a real-time basis and meet with business needs.


  • Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
  • Monitor and analyze document patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
  • Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
  • Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
  • Prepare and disseminate timely and accurate reports to operations management and clients (where applicable).
  • Proactively monitor associate processing behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
  • Maintain a close relationship with operations to ensure that any scheduling requirements are met and handled in a timely and efficient manner.
  • Monitor and maintain the accuracy of available time off allotment and allocate additional possible availability as advised by client and operations. Additional maintenance and allocation of available employee time allotment as advised from payroll.
  • Perform other related duties as assigned by management. 
  • Adhere to established policies and procedures.


  • Demonstrated ability in working with processing center or call center reporting and metrics required
  • Demonstrated ability working with workforce management technologies
  • Demonstrated ability with Avaya or other ACD phone system required
  • Strong analytical skills and ability to apply those real-time
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
  • Excellent problem solving and decision making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills


3 years of related experience


Required: High School/GED or equivalent
Preferred: Associates Degree or post-secondary education



Leading and Developing
Inclusion and Collaboration
Business Acumen and Straight Talk
Customer First Focus

Livingston is proud to be an equal opportunity workplace.


For Canada: Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.      

Nearest Major Market: Buffalo