Workforce Scheduler

6 days ago

Davangere, Karnataka, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

As a master scheduler, you will play a pivotal role in aligning resources with business demand.

This position is ideal for someone who combines analytical thinking with exceptional organizational skills and the ability to manage multiple priorities.

Key Responsibilities
  • Create, maintain, and optimize staff schedules that align with forecasted workloads and drive operational efficiency.
  • Collaborate with workforce management teams to review forecasts and adjust schedules proactively, ensuring seamless service delivery.
  • Manage schedule changes, shift swaps, and time-off requests while maintaining service coverage and employee satisfaction.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments, providing timely support and guidance.
  • Ensure compliance with labor laws, organizational policies, and employee contracts in scheduling practices.
  • Continuously evaluate and improve scheduling processes for greater efficiency, accuracy, and effectiveness.
  • Coordinate with Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations, driving business outcomes.
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 environment.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment, including data analysis and reporting.
  • 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.

This role offers the opportunity to make a meaningful impact on the organization's success by optimizing scheduling processes and improving employee satisfaction. If you are a motivated individual with a passion for workflow optimization, this could be the ideal position for you.

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