Senior Scheduling Expert

3 days ago

Mumbai, Maharashtra, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

Scheduling Specialist Role Overview

As a skilled Scheduling Specialist, you will play a crucial role in ensuring that our operations run smoothly and efficiently. Your expertise in scheduling and forecasting will be essential in aligning resources with business demand.

This is a key position within the organization where you will be responsible for managing staff schedules to meet operational needs.

The successful candidate will have a proven track record of creating, maintaining, and optimizing staff schedules that align with forecasted workloads.

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.
  • Evaluate and improve scheduling processes for greater efficiency and accuracy.
Requirements
  • At least 25 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).

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