Highly Skilled Scheduling Specialist

5 days ago

Gurgaon, Haryana, India beBeeScheduling Full time US$ 1,200 - US$ 1,500

We are seeking a highly skilled Scheduling Specialist to join our team.

About the Job:

This is a key role that involves building and managing complex schedules for various lines of business. The ideal candidate will have excellent analytical skills, attention to detail, and prior experience in scheduling.

  • Build Daily, Weekly, Monthly schedules for respective LOBs using WFM tools.
  • Ensure all schedules are planned as per Interval wise requirements and agreed SLAs.
  • Regular reconciliation of production HC vs HC Reports and ensure timely corrections.
  • Validate all alignments in the roster.
  • Review schedule plan vs requirements and raise request for shift changes, indents.
  • Implement a process for leave planning and incorporate the same in schedule model plan.
  • Provide weekly staffing view and SLA adherence to internal team and Clients.
  • Manage calls with Client for scheduling on a weekly basis.
  • Review and validate schedule adherence and make required adjustments.
  • Publish reports - Staffing accuracy, adherence, absenteeism drill down analysis, HC recon and validation.
Required Skills and Qualifications:
  • Any Graduate degree.
  • Good analytical skills, attention to detail.
  • Prior experience in scheduling is must.
  • Good knowledge of WFM tools like NICE (preferable), Verint, IEX, Aspect eWFM, RTA, Avaya CMS etc., knowledge of other tools Amazon Connect, Verint, Chat monitoring tools, Ex Live Person etc., Avaya CMS, RTA Intra-day will be beneficial.
  • Analytical mindset to solve problems and build staffing models.
  • In-depth understanding of various call center metrics and their relationship with each other.
  • Good communication and presentation skill.
  • Proficient in Excel.
  • Good stakeholder management and client handling experience.

This role offers an opportunity to work with a dynamic team and contribute to the success of our organization.

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