Scheduling Specialist

7 days ago

Nagpur, Maharashtra, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Staff Scheduling Coordinator

As a master planner, you'll be responsible for creating, maintaining, and optimizing staff schedules to align with business demand. Your work will ensure seamless operations while promoting employee satisfaction through well-planned shifts.

This role combines analytical thinking with exceptional organizational skills, requiring someone who can create, maintain, and optimize staff schedules that align with forecasted workloads.

The ideal candidate will have experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center.

You'll 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.

Key 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 for greater efficiency and accuracy.

Required Skills and Qualifications:

Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment is required, along with hands-on experience with WFM tools like Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.

Data analysis and reporting skills are also essential, including proficiency in Excel (pivot tables, formulas) or similar tools.

A solid understanding of contact center operations and performance metrics is required, along with excellent organizational skills, attention to detail, and ability to manage multiple priorities.

Strong communication, negotiation, and conflict resolution abilities are also necessary for this role.

Benefits:

By joining our team, you'll have the opportunity to work with a dynamic group of professionals who share your passion for delivering exceptional results.

Our organization offers a supportive and inclusive work environment, where you'll have the chance to grow and develop your skills alongside talented colleagues.

We're committed to fostering a culture of continuous learning and improvement, where every voice is heard and valued.

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