Staff Scheduler Position

3 days ago

Varanasi, Uttar Pradesh, India beBeeScheduler Full time ₹ 6,50,000 - ₹ 8,50,000

The Operations Scheduler is a pivotal role in ensuring the seamless execution of our organizational operations.

Key Responsibilities:
  • Create and maintain staff schedules that align with forecasted workloads, optimizing resource allocation and enhancing productivity.
  • Collaborate with workforce management teams to review forecasts and adjust schedules proactively, ensuring employee satisfaction through well-planned shifts and minimizing conflicts.
  • Effectively manage schedule changes, shift swaps, and time-off requests while maintaining service coverage and adhering to labor laws and organizational policies.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments, providing timely resolutions and escalating issues as necessary.
  • Continuously evaluate and improve scheduling processes for greater efficiency and accuracy, leveraging data analysis and reporting skills to drive business outcomes.
  • Coordinate with Operations Managers to ensure alignment between planned schedules and live operations, fostering a culture of collaboration and continuous improvement.

Requirements:

  • Minimum 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, with a focus on maximizing productivity and efficiency.
  • Hands-on experience with workforce management tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio, with a proven ability to adapt to new technologies.
  • Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools, with a focus on delivering actionable insights.
  • Solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA), with a focus on driving business outcomes.
  • Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
  • Strong communication, negotiation, and conflict resolution abilities, with a focus on building effective relationships with stakeholders.
  • Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels, with a focus on driving business growth and revenue.

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