Scheduler (WFM)

3 months ago

Gurugram, India Aptino, Inc. Full time

Position: Scheduler

Location: Gurgaon, HR OR Pune, MH(work from office)


  • Develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability.
  • Adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events.
  1. Forecasting and Analysis:
  • Utilize historical data, trends, and forecasting tools to predict staffing needs.
  • Analyze and monitor real-time and historical data to make proactive scheduling adjustments.
  1. Service Level Management:
  • Ensure that schedules are designed to meet service level agreements (SLAs) and performance targets.
  • Monitor adherence to schedules and report on key metrics like occupancy, utilization, and shrinkage.
  1. Communication:
  • Communicate schedule changes, updates, and adjustments to employees and management in a timely manner.
  • Collaborate with team leaders and management to address staffing issues, training needs, and other operational concerns.
  1. Optimization:
  • Identify opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling.
  • Propose and implement solutions to improve efficiency, reduce costs, and enhance employee satisfaction.
  1. Reporting:
  • Prepare and distribute regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics.
  • Provide insights and recommendations based on data analysis to improve scheduling practices.
  1. Tool and System Management:
  • Use WFM tools and software (such as NICE, Verint, or Genesys) to build schedules, monitor adherence, and track performance.
  • Maintain the integrity of data in WFM systems by ensuring accurate input and timely updates.
  1. Compliance:
  • Ensure compliance with labor laws, company policies, and union agreements when creating and managing schedules.
  • Handle leave management, including vacation requests, sick leave, and other time-off requests, in accordance with policies.
  1. Training and Development:
  • Provide training and guidance to new employees on scheduling practices and WFM tools.
  • Keep up to date with industry trends and best practices in workforce management.

Skills Required:

  • Proficiency in WFM software (e.g., NICE, Verint, Genesys).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.
  • Attention to detail and organizational skills.
  • Basic knowledge of labor laws and regulations.

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