Master Schedule Coordinator

2 weeks ago

Malappuram, Kerala, India beBeeScheduler Full time ₹ 6,50,000 - ₹ 8,50,000
Workforce Scheduling Analyst

Job Description:

As a key member of our operations team, you will be responsible for creating and maintaining schedules that align with business demands. Your work will play a crucial role in ensuring seamless operations, high employee satisfaction, and optimal resource utilization.

This role is ideal for individuals who possess strong analytical skills, are detail-oriented, and have excellent organizational abilities.

Responsibilities:

  • Create, maintain, and optimize staff schedules to ensure alignment 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.
  • Act 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 Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations.

Requirements:

  • 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.
  • 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.

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