Scheduler - WFM

1 day ago

Bengaluru, India Medi Assist Full time

Job Title: Scheduler - Workforce Management (WFM)

Department: WFM

Job Summary:

The Workforce Management Scheduler is responsible for optimizing staffing levels to meet service demands while ensuring compliance with company policies and regulations. This role involves analyzing claim volumes, forecasting and creating effective schedules for various teams to enhance productivity and efficiency.

Key Responsibilities:

Forecasting: Analyze historical data to forecast staffing needs and identify trends in call volumes, service requests and operational requirements.

Scheduling: Develop and maintain efficient work schedules for staff based on forecasted demand, availability, and employee preferences.

Real-time Monitoring: Monitor daily operations to ensure adherence to schedules and make adjustments as necessary to address unexpected changes in workload.

Reporting: Generate and analyze reports on staffing metrics, performance, and service levels to provide insights and recommendations for improvement.

Collaboration: Work closely with team leaders and managers to understand operational needs and provide staffing solutions that align with business objectives.

Compliance: Ensure scheduling practices comply with company HR laws and company policies.

Training: Assist in training new staff on scheduling processes and tools, and provide ongoing support to ensure understanding of policies and systems.

Continuous Improvement: Identify opportunities for process improvements in workforce management and contribute to the development of best practices. Provide proactive recommendation to improve performance metrics.

Qualifications: Bachelors degree in any discipline.

Experience and Skill: 6 months and above experience in workforce management function, scheduling or a similar role.

  • Proficiency in workforce management software and tools.

  • Strong analytical skills and attention to detail.

  • Excellent communication and interpersonal skills.

  • Ability to work in a fast-paced environment and adapt to changing priorities.

  • Good hands on knowledge of MS Excel

  • WFM Activities

  • Historical data upload

  • Prepare Employee list for schedule generation
  • Addition or deletion of employees
  • HR Import
  • Send credentials to new employees
  • Skill matrix upload
  • Forecasting
  • Capacity Planning/Compute Agents
  • Generate Tasks
  • Schedules – Planning
  • Shift movements for RI and Domi
  • Night Shift Creation
  • Generate Schedules/Assign Processors
  • Check Planning
  • Harmonize Breaks
  • Check Schedules for the month and make corrections/adjustments wherever required
  • Publish Schedules and Reports
  • Schedule Adherence (Daily Activity)
  • Planed leave/Comp Off/Sick Leave approval/rejection (Daily activity)
  • Swap approval/rejection (Daily activity)

Interested candidates can share their resumes to

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