Workforce Scheduling Coordinator

2 days ago

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

Job Title: Workforce Scheduling Coordinator

Job Description

We are seeking an experienced Workforce Scheduling Coordinator to oversee the creation and maintenance of staff schedules that align with business needs. This key role is responsible for managing complex scheduling processes, collaborating with internal stakeholders, and ensuring seamless service delivery.

The ideal candidate will have a proven track record in workforce planning, scheduling, and forecasting within a fast-paced contact center environment. Strong analytical and problem-solving skills are essential for success in this role.

Key Responsibilities
  • Develop and implement efficient scheduling processes to meet fluctuating workloads.
  • Collaborate with cross-functional teams to review forecasts and adjust schedules proactively.
  • Manage schedule changes, shift swaps, and time-off requests while maintaining optimal 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.
Required Skills and Qualifications
  • 2–5 years of experience working in a workforce scheduling or 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 Qualifications
  • Experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.

About This Role

This is an exciting opportunity to join our team as a Workforce Scheduling Coordinator. If you are a highly organized and analytical individual with a passion for workforce planning, we encourage you to apply.

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