Optimizing Workforce Schedules

5 days ago

Alleppey, Kerala, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000
Job Title: Scheduling Specialist

We are seeking an experienced Scheduling Specialist to join our team. As a skilled professional in this role, you will be responsible for masterminding schedules and forecasts that ensure resources are perfectly aligned with business demand.

About the Role:

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

Required Skills and Qualifications:

  • 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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