Scheduler (WFM)

1 week ago

Pune, India Aptino, Inc. Full time
Position : Scheduler
Location : Pune, MH OR Gurgaon, HR (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.
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.
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.
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.
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.
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.
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.
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.
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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