Workforce Scheduling Specialist

6 days ago

Kannur, Kerala, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Job Role Summary

The primary function of a Scheduling Planner is to align workforce management strategies with business objectives.

  • Design, implement, and optimize staff schedules that mirror forecasted workloads and meet operational requirements.
  • Collaborate with internal stakeholders to review forecasts and adjust schedules proactively.
  • Manage schedule changes, shift swaps, and time-off requests while ensuring service coverage and meeting compliance regulations.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments.
  • Ensure adherence to labor laws, organizational policies, and employee contracts in scheduling.
  • Continuously evaluate and improve scheduling processes for greater efficiency, accuracy, and customer satisfaction.
Key Skills and Qualifications

To succeed in this role, you will need:

  • 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

A dynamic work environment with opportunities for growth and development, competitive compensation and benefits packages, and a collaborative team atmosphere.

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