Schedule Operations Manager

3 days ago

Erode, Tamil Nadu, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Scheduling Coordinator

Our company is seeking a Scheduling Coordinator to master schedules and forecasts, ensuring resources are perfectly aligned with business demand.

This role involves creating, maintaining, and optimizing staff schedules that align with forecasted workloads, collaborating with workforce management teams to review forecasts and adjust schedules proactively, managing schedule changes, shift swaps, and time-off requests while ensuring service coverage, serving as the primary point of contact for scheduling queries, conflicts, and adjustments, ensuring compliance with labor laws, organizational policies, and employee contracts in scheduling, and continuously evaluating and improving scheduling processes for greater efficiency and accuracy.

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.

We offer a positive atmosphere with excellent work-life balance, health insurance, and opportunities to learn new skills and develop in your career.

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