EU Scheduling and Optimization Analyst

Our Team

At Vista, our Workforce Management team plays a vital role in delivering exceptional customer experiences by ensuring the right support is available at the right time across our global customer care centers. By analyzing customer demand, agent performance, and productivity trends, we create agile staffing strategies that align with business goals. Through data-driven planning and smart scheduling, we enable our teams to consistently provide timely, efficient, and personalized service to every customer.

What You Will Do

• Build and configure workforce management tools to support local and global service delivery requirements.
• Measure and analyze key data to identify trends and provide proactive insights for decision-making.
• Develop and enhance scheduling processes, conducting internal audits to ensure efficiency.
• Analyze discrepancies between forecasted demand and actual resource availability, improving forecast accuracy.
• Develop performance management data, such as scorecards and dashboards, to monitor critical metrics.
• Identify and correct data anomalies while ensuring clear communication with collaborators.
• Improve workforce planning by applying standard processes and lessons learned.
• Identify risks in workforce planning and propose solutions for improvement.
• Conduct shift bids and integrate new employees into production schedules.
• Manage VistaPrint’s Vacation Allotment Process.
• Plan and schedule training programs to support employee growth and operational readiness.
• Develop impact assessments and “what-if” scenario models to guide strategic decision-making.
• Lead end-to-end scheduling and medium-term planning for VistaPrint’s EU contact centers, supporting over 500 agents.
• Collaborate with Global Analytics and Marketing teams to align forecasts with business objectives.
• Generate intraday contact volume and average handle time (AHT) forecasts for short- and medium-term planning.
• Provide real-time monitoring and act as a mentor or lead when required.
• Develop and maintain a skills matrix to ensure a well-balanced multichannel workforce.
• Analyze AHT, concurrency, and shrinkage trends to improve workforce planning accuracy.
• Use data analytics to drive insights that align with company goals and objectives.
• Evaluate forecasted contact volume and generate staffing requirements for different business lines.
• Assist in reporting capacity and scheduling accuracy using advanced forecasting tools (e.g., Erlang C, simulation modeling).

Your Qualifications

At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• Associate degree or equivalent experience in Statistics or a related field (Bachelor’s degree preferred).
• Minimum of 2 years’ experience in WFM, scheduling, or a similar field.
• Proven experience in scheduling large teams (400+ employees).
• Strong risk analysis skills with expertise in analytical techniques for problem-solving.
• Workforce management experience within a contact center environment.
• In-depth knowledge of workforce management tools and scheduling methodologies.
• Strong analytical and decision-making abilities with a data-driven approach.
• Proficiency in MS Excel, Access, Project, Word, and PowerPoint.
• Ability to balance business needs with employee interests.
• Strong interpersonal and communication skills.
• Ability to work flexible shifts within a 24/7 operating environment.
• Willingness to work additional hours during peak planning periods.
• High level of resilience and results-focused attitude in a fast-paced environment.

Nice to Have

• Experience with forecasting models such as Erlang C or simulation modeling.
• Familiarity with Jira and other project management tools.
• Exposure to Looker reporting tools.
• Experience in capacity planning and real-time workforce adjustments.

Why You'll Love Working Here

There is a lot to love about working at VistaPrint. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us

VistaPrint is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion

VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.