Workforce Scheduling Specialist

4 days ago

Mangalore, Karnataka, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

Key Responsibilities Include:

  • 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.
  • Coordinate with Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations.
Requirements:
  • 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.
Benefits

We offer a positive atmosphere with excellent work-life balance.

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