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Senior Staff Schedule Coordinator

2 weeks ago

Vadodara, Gujarat, India beBeeScheduling Full time ₹ 6,50,000 - ₹ 8,50,000

Scheduling Specialist Job Description

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This role is ideal for a professional with expertise in creating and optimizing staff schedules to ensure alignment with business needs.

Responsibilities:

  • Create and maintain staff schedules that align with forecasted workloads, ensuring smooth operations and employee satisfaction through well-planned shifts.
  • Collaborate with workforce management teams to review forecasts and adjust schedules proactively, driving operational efficiency.
  • Manage schedule changes, shift swaps, and time-off requests while ensuring service coverage and meeting organizational goals.
  • Serve as the primary point of contact for scheduling queries, conflicts, and adjustments, providing excellent customer service.
  • Evaluate and improve scheduling processes continuously, striving for greater efficiency, accuracy, and compliance with labor laws and organizational policies.
  • Collaborate with Real-Time Analysts and Operations Managers to ensure alignment between planned schedules and live operations, driving business success.

Requirements:

  • 2-5 years of experience working in planning or workforce scheduling/forecasting roles within a contact center environment.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center setting.
  • Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
  • Proficiency in data analysis and reporting, including 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 effectively.
  • Strong communication, negotiation, and conflict resolution abilities.
  • Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.