Staff Scheduler

7 days ago

Kolkata, West Bengal, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Job Description:

As a Staff Scheduler, you will be responsible for creating and maintaining accurate staff schedules that align with forecasted workloads. Your role will involve ensuring operations run smoothly while supporting employee satisfaction through well-planned shifts.

  • Create and maintain accurate staff schedules in line with business forecasts
  • Collaborate with workforce management teams to review forecasts and adjust schedules as needed
  • Manage schedule changes, shift swaps, and time-off requests to ensure service coverage
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments
  • Evaluate and improve scheduling processes for greater efficiency and accuracy

Key Responsibilities:

  • Collaborate with colleagues to optimize staff schedules and minimize overtime
  • Develop and implement effective scheduling strategies to meet business needs
  • Ensure compliance with company policies and procedures regarding scheduling and time-off
  • Monitor and analyze scheduling data to identify trends and areas for improvement
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
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment
  • Hands-on experience with workforce management 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
Benefits:
  • Competitive salary range
  • Health insurance benefits
  • A positive atmosphere with excellent work-life balance
  • Opportunities to learn new skills and develop in your career

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