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Schedule Coordinator

2 weeks ago

Dombivli, Maharashtra, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Scheduling Specialist

Job Title: Scheduling Specialist

You will oversee the creation, maintenance, and optimization of staff schedules to align with forecasted workloads. This role is crucial in ensuring resources are effectively allocated to meet business demand.

Key Responsibilities:
  • Create, maintain, and optimize staff schedules that align with forecasted workloads.
  • 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.
  • Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling.
  • Continuously 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.
Required Skills and Qualifications:
  • 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, opportunities to learn new skills, and a chance to develop in your career.