Schedule Optimization Expert

2 days ago

Kollam, Kerala, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

Key Job Responsibility:

Schedule optimization experts work on refining our master schedules and forecasts to ensure perfect alignment with business demand. Their expertise in planning and forecasting ensures seamless operations while boosting employee satisfaction through well-planned shifts.

Main Responsibilities:

  • Create, maintain, and optimize staff schedules that align with forecasted workloads for continuous efficiency improvements.
  • Collaborate with workforce management teams to review forecasts and adjust schedules proactively for better results.
  • Manage schedule changes, shift swaps, and time-off requests while ensuring adequate service coverage.
  • Act as the primary point of contact for scheduling queries, conflicts, and adjustments.
  • Evaluate and improve compliance with labor laws, organizational policies, and employee contracts in scheduling.
  • Develop and enhance scheduling processes for higher efficiency and accuracy through data-driven insights.
  • Coordinate closely with analysts and managers to ensure alignment between planned schedules and live operations.

Essential Skills and Qualifications:

  • 2–5 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center environment.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
  • Hands-on experience with workforce management (WFM) tools like Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
  • Data analysis and reporting proficiency including strong skills in Excel (pivot tables, formulas) or similar tools.
  • A deep understanding of contact center operations and performance metrics such as Service Level, Occupancy, and ASA.
  • Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
  • Effective communication, negotiation, and conflict resolution abilities.
  • Preferred: scenario modeling, understanding staffing cost implications, and multi-channel planning expertise.

Job Requirements:

This position requires 2–5 years of relevant experience. The ideal candidate will have hands-on experience with WFM tools, excellent analytical skills, and a thorough understanding of contact center operations and performance metrics.

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