Staff Scheduler

2 days ago

Pune, Maharashtra, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Workforce Scheduling Expert

The ideal candidate will possess exceptional scheduling skills, ensuring seamless alignment between resource allocation and business demands.

Key responsibilities include developing, maintaining, and optimizing staff schedules to match forecasted workloads.

They will 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.

Additional tasks include 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.

Ultimately, the goal is to continuously evaluate and improve 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.

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