Scheduling Specialist

Job description

As a Scheduling/Planning Analyst, you'll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts. This role is ideal for someone who combines analytical thinking with exceptional organizational skills.

Responsibilities

• Create, maintain, and optimize staff schedules that align with forecasted workloads.
• Collaborate with workforce management teams to review forecasts and adjust schedules proactively.
• Manage schedule changes, shift swaps, and time-off requests while ensuring service coverage.
• Serve as the primary point of contact for scheduling queries, conflicts, and adjustments.
• Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling.
• Continuously evaluate and improve scheduling processes for greater efficiency and accuracy.
• Coordinate with Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations.

Requirements

• 2–5 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center.
• Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
• Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
• Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools.
• Solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA).
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
• Strong communication, negotiation, and conflict resolution abilities.
• Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.

What we offer

• Annual Salary 6.5-8.5 Lakh
• Health insurance
• A positive atmosphere with excellent work-life balance
• You'll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.