Optimize Staff Schedules

7 days ago

Jamnagar, Gujarat, India beBeeSchedule Full time ₹ 6,50,000 - ₹ 8,50,000
Workforce Scheduling Specialist

The ideal candidate will be a master of schedules and forecasts, ensuring resources are perfectly aligned with business demand.

This role is ideal for someone who combines analytical thinking with exceptional organizational skills. Our team is looking for an experienced workforce scheduling specialist to join our operations team.

  • Create, maintain, and optimize staff schedules that align with forecasted workloads, focusing on maximizing efficiency and minimizing overtime costs.
  • Collaborate with workforce management teams to review forecasts and adjust schedules proactively, ensuring seamless service delivery.
  • Manage schedule changes, shift swaps, and time-off requests while ensuring service coverage and maintaining a high level of employee engagement.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments, providing timely and effective support to internal stakeholders.
  • Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling, upholding the highest standards of fairness and equity.
  • Continuously evaluate and improve scheduling processes for greater efficiency and accuracy, leveraging data-driven insights to inform decision-making.
  • Coordinate with analysts and managers to ensure alignment between planned schedules and live operations, fostering a culture of collaboration and continuous improvement.
Requirements

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 environment.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment, with a focus on optimizing resources and improving service quality.
  • Hands-on experience with workforce management tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio, with proficiency in configuring and utilizing these systems to drive business outcomes.
  • Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools, with the ability to collect, analyze, and interpret complex data sets.
  • Solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA), with a focus on using data to drive strategic decisions.
  • Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment, with a focus on delivering high-quality results under pressure.
  • Strong communication, negotiation, and conflict resolution abilities, with a focus on building trust and rapport with internal stakeholders and external partners.
Preferred Qualifications

We also welcome applications from candidates with:

  • Experience in scenario modeling, with a focus on using predictive analytics to inform scheduling decisions.
  • Understanding of staffing cost implications, with a focus on optimizing resource allocation and reducing waste.
  • Ability to plan across multiple channels, with a focus on delivering seamless customer experiences across all touchpoints.

Our team is committed to supporting your professional growth and development, with opportunities for training, mentorship, and career advancement.

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