Scheduler

2 days ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Were Hiring: Scheduler / Workforce Management Analyst (2-5 Yrs) | IEX WFM Experience Required

Are you passionate about workforce optimization and scheduling? Skilled in IEX Workforce Management tools and love making data-driven decisions? Were looking for YOU to join our growing team

Position: Scheduler / Workforce Management Analyst

Job Location: Hyderabad

Experience: 2-5 Years

Tool Expertise: IEX WFM (NICE IEX), Excel, Real-time monitoring tools

What You'll Be Doing:

Develop and manage daily, weekly, and monthly agent schedules for contact center operations.

Utilize IEX WFM for forecasting, scheduling, and real-time adherence monitoring.

Analyze historical data to forecast staffing needs and identify trends.

Ensure real-time service level goals are met by making schedule adjustments.

Collaborate with operations, quality, and training teams for seamless workforce execution.

Generate insightful WFM reports for leadership to support planning and performance improvement.

Key Responsibilities:

Scheduling & Forecasting:

Create, maintain, and adjust agent schedules (daily, weekly, monthly) based on call volume forecasts, shrinkage, and business needs.

Leverage IEX WFM tools to build optimized schedules that align with service level agreements (SLAs) and business requirements.

Support shift bidding, swapping, time-off requests, and other schedule-related functions.

Reporting & Optimization:

Generate and distribute WFM reports (schedule adherence, shrinkage, productivity, etc.)

Identify scheduling gaps, recommend improvements, and drive process enhancements

Collaborate with Ops, QA, Training, and HR to maintain staffing alignment across departments

Required Skills & Qualifications:

2–7 years of hands-on experience in Workforce Management or Scheduling roles, preferably in a Contact Center or BPO

Proficiency with IEX WFM (NICE IEX) – including forecasting, scheduling, real-time adherence monitoring

Advanced Excel skills (pivot tables, formulas, charts)

Strong understanding of WFM metrics: AHT, ASA, SLA, shrinkage, occupancy, FTE

hashtag#WorkforceManagementAnalyst hashtag#Scheduler hashtag#IEX hashtag#WFM hashtag#WorkforceOptimization hashtag#BPOWFM hashtag#RealTimeAnalyst hashtag#CallCenterOperations # hashtag#WFMReporting hashtag#ServiceLevelManagement hashtag#ScheduleManagement hashtag#StaffingForecasting hashtag#IntradayManagement hashtag#AdherenceTracking hashtag#SLAManagement hashtag#CallVolumeForecasting hashtag#RosterManagement hashtag#AgentPerformanceTracking hashtag#UtilizationReporting hashtag#HeadcountAnalysis hashtag#KPIReporting hashtag#CallCenterMetrics

hashtag#PerformanceDashboards hashtag#IEXWFM hashtag#NICEIEX hashtag#BPO hashtag#CallCenter hashtag#CustomerSupport hashtag#ContactCenterOperations hashtag#GlobalSupportCenters

Why Join Us?

Be part of a high-performing team where your expertise in workforce management directly impacts operational efficiency and customer satisfaction.

Interested?

Send your CV via DM or email us at

Let's chat if you're ready to take the next step in your WFM career

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