Senior Workforce Coordinator

1 week ago

Allahabad, Uttar Pradesh, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

Job Role: Scheduling Manager

This job involves managing staff schedules to align with forecasted workloads, ensuring service coverage and compliance with labor laws.

  • Develop and implement efficient scheduling processes for the contact center workforce.
  • Collaborate with operations teams to review forecasts and adjust schedules proactively.
  • Manage schedule changes, shift swaps, and time-off requests while ensuring seamless service delivery.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments.
  • Ensure compliance with organizational policies, employee contracts, and relevant labor laws 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.

Requirements:

  • 3-6 years of experience working as a planner 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 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.

What We Offer:

  • A positive and dynamic work environment.
  • You'll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors.

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