Workforce Management Scheduler

9 hours ago

Bengaluru, Karnataka, India Conduent Full time
Description

About the Role

We are seeking a detail-oriented and analytical Workforce Management Scheduler to join our team. The role involves creating, reviewing, and optimizing employee schedules to ensure operational efficiency while maintaining compliance with labor laws, business rules, and organizational requirements. The Scheduler will work closely with operations, planning, and intraday management to deliver effective workforce solutions.

Key Responsibilities:

  • Create net and gross requirements for workflows using capacity plans, forecast files, and WFM Planner documentation.
  • Deliver requirement calculations for all workflows based on transactions, productivity, and waste forecasts.
  • Review and process requests from operations for activities, time off, and exceptions into schedules as per provided guidelines and regulations.
  • Generate employee schedules using automated WFM tools (e.g., NICE IEX) and fine-tune schedules to minimize deviations and inefficiencies.
  • Ensure compliance with special requirements, labor laws, and organizational policies during schedule creation and adjustments.
  • Complete Standard Work Instructions for scheduling and maintain proper log files and checklists before handing schedules to WFM Intraday Management.
  • Participate actively in schedule approach reviews, providing insights, suggestions, and solutions for improvement.
  • Configure and maintain agent settings within WFM tools to support flex scheduling and other methods.
  • Continuously monitor and enhance scheduling processes to improve workforce performance and efficiency.
  • Perform additional duties as assigned.

Mandatory Skills & Qualifications:

  • Basic proficiency in mathematical and analytical skills.
  • Strong collaboration and effective communication skills.
  • Proficiency in MS Office (Excel, Word, Outlook) and working knowledge of Windows/Mac OS X.
  • Problem-solving mindset with the ability to focus on performance and results.
  • Experience or training in Analytics.
  • Working knowledge of WFM systems (preferably NICE IEX).
  • Understanding of COPC methodology.
  • Familiarity with the end-to-end WFM process, including calculations, procedures, tools, and terminology.
  • Elementary to intermediate experience with scheduling processes.
  • Ability to take ownership, make informed decisions, and proactively improve processes.

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