Workforce Scheduling Specialist

6 days ago

Bellary, Karnataka, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Job Description

As a master of schedules and forecasts, you will ensure resources are perfectly aligned with business demand.

This role combines analytical thinking with exceptional organizational skills to keep operations running smoothly while supporting employee satisfaction through well-planned shifts.

We are looking for someone who can create, maintain, and optimize staff schedules that align with forecasted workloads.

The ideal candidate will collaborate with workforce management teams to review forecasts and adjust schedules proactively.

Responsibilities include managing schedule changes, shift swaps, and time-off requests while ensuring service coverage.

You will serve as the primary point of contact for scheduling queries, conflicts, and adjustments.

Ensuring compliance with labor laws, organizational policies, and employee contracts in scheduling is also a key responsibility.

Continuous evaluation and improvement of scheduling processes for greater efficiency and accuracy is crucial.

Required Skills and Qualifications

A strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment is required.

Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio is necessary.

Data analysis and reporting skills, including proficiency in Excel (pivot tables, formulas), are essential.

Solid understanding of contact center operations and performance metrics, such as Service Level, Occupancy, ASA, is needed.

Benefits

Excellent organizational skills, attention to detail, and ability to manage multiple priorities are required.

Strong communication, negotiation, and conflict resolution abilities are also essential.

Candidate must have 2-5 years of experience working as a planning analyst or in a workforce scheduling/forecasting role within a contact center.

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