Master Scheduler

22 hours ago

Bengaluru, Karnataka, India beBeeForecasting Full time ₹ 6,50,000 - ₹ 8,50,000
Workforce Planning Expert

As a master of schedules and forecasts, you will ensure resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts.

This role is ideal for someone who combines analytical thinking with exceptional organizational skills, ensuring the optimal use of time and personnel.

  • 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 analysts and managers to ensure alignment between planned schedules and live operations.

Requirements:

  • 2–5 years of experience working as an analyst or in a workforce scheduling/forecasting role within a call center environment.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
  • Hands-on experience with workforce management 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.
  • You'll be joining 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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