Scheduling Process Manager

3 days ago

Pune, Maharashtra, India beBeeWfmlead Full time ₹ 18,00,000 - ₹ 25,00,000
Job Title

As a Team Lead, you will be responsible for overseeing and managing the scheduling process to ensure timely and accurate roster creation.

Key Responsibilities:

  • Manage schedule generation, exception handling, shift allocation, and leave management.
  • Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments.
  • Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance.
  • Collaborate closely with forecasting, real-time analysts, and operations to address coverage gaps and overstaffing.
  • Drive automation and efficiency in scheduling through tool features, macros, or process improvements.
  • Support short-term and long-term capacity planning by sharing data-driven scheduling insights.
  • Provide training and mentorship on IEX functionalities and WFM best practices.
  • Create and present schedule performance dashboards and reports to business stakeholders.

Requirements:

  • Expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules.
  • Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas).
  • Excellent communication and team coordination skills.
  • Experience in handling multi-skill, multi-queue scheduling environments.
  • Strong analytical and decision-making abilities.
  • Flexibility to work in rotational shifts and 24×7 operations.
  • Ability to handle pressure, meet strict deadlines, and drive a performance culture.
  • Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred.

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