Workforce Scheduling Professional

2 days ago

Bareilly, Uttar Pradesh, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
About the Job

We are seeking a highly skilled Scheduling Specialist to join our organization. As a Scheduling/Planning Analyst, you will be responsible for creating, maintaining, and optimizing staff schedules that align with forecasted workloads.

This is an ideal role for someone who combines analytical thinking with exceptional organizational skills.

Key Responsibilities
  • Create and maintain accurate and efficient staff schedules.
  • 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.
  • 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 environment.
  • 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.
What We Offer
  • A positive atmosphere with excellent work-life balance.
  • The opportunity to join a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors.
  • Countless opportunities to learn new skills and develop in your career.

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