Optimizing Schedules

4 days ago

Solapur, Maharashtra, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Workforce Planner Specialist

Job Summary:

We are seeking a highly skilled Workforce Planning Analyst to manage scheduling processes for greater efficiency and accuracy.

As the master of schedules and forecasts, you will ensure resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts.

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.
  • Coordinate with Operations Managers to ensure alignment between planned schedules and live operations.
Required Skills and Qualifications:
  • 2–5 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center environment.
  • 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.
Benefits:
  • The opportunity to develop your career as a Workforce Planning Analyst.
  • A collaborative and dynamic work environment.
Others:
  • Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.

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