Scheduler (WFM)

2 weeks ago

Pune, Maharashtra, India Aptino, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position
: Scheduler

Location
: Pune, MH OR Gurgaon, HR (work from office)

  • Develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability.

  • Adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events.

  • Forecasting and Analysis:

  • Utilize historical data, trends, and forecasting tools to predict staffing needs.

  • Analyze and monitor real-time and historical data to make proactive scheduling adjustments.

  • Service Level Management:

  • Ensure that schedules are designed to meet service level agreements (SLAs) and performance targets.

  • Monitor adherence to schedules and report on key metrics like occupancy, utilization, and shrinkage.

  • Communication:

  • Communicate schedule changes, updates, and adjustments to employees and management in a timely manner.

  • Collaborate with team leaders and management to address staffing issues, training needs, and other operational concerns.

  • Optimization:

  • Identify opportunities for optimization in scheduling processes, including shift swaps, overtime management, and break scheduling.

  • Propose and implement solutions to improve efficiency, reduce costs, and enhance employee satisfaction.

  • Reporting:

  • Prepare and distribute regular reports on staffing, schedule adherence, forecast accuracy, and performance metrics.

  • Provide insights and recommendations based on data analysis to improve scheduling practices.

  • Tool and System Management:

  • Use WFM tools and software (such as NICE, Verint, or Genesys) to build schedules, monitor adherence, and track performance.

  • Maintain the integrity of data in WFM systems by ensuring accurate input and timely updates.

  • Compliance:

  • Ensure compliance with labor laws, company policies, and union agreements when creating and managing schedules.

  • Handle leave management, including vacation requests, sick leave, and other time-off requests, in accordance with policies.

  • Training and Development:

  • Provide training and guidance to new employees on scheduling practices and WFM tools.

  • Keep up to date with industry trends and best practices in workforce management.

Skills Required:

  • Proficiency in WFM software (e.g., NICE, Verint, Genesys).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.
  • Attention to detail and organizational skills.
  • Basic knowledge of labor laws and regulations.

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