Scheduler Specialist

6 days ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Job Description:

We are looking for an experienced Scheduler / Workforce Management Analyst with 2-5 years of hands-on experience in Workforce Management, particularly with IEX WFM tools, to efficiently manage staffing and scheduling operations. The ideal candidate will be responsible for forecasting, scheduling, and real-time adherence management to optimize workforce utilization and improve service levels.

Key Responsibilities:

  • Develop and manage daily, weekly, and monthly schedules for contact center operations using IEX WFM or similar tools.
  • Generate accurate forecasts based on historical data, trends, and business requirements.
  • Monitor real-time adherence to schedules and make adjustments to ensure operational efficiency.
  • Analyze workforce data to identify trends and recommend improvements to scheduling and resource allocation.
  • Collaborate with operations, HR, and training teams to understand staffing needs and constraints.
  • Create detailed reports and dashboards to track performance metrics such as shrinkage, occupancy, service levels, and agent productivity.
  • Manage shift bidding, time-off requests, and schedule changes while maintaining compliance with labor laws and company policies.
  • Utilize IEX WFM tool for intraday management, forecasting, scheduling, and reporting.
  • Support business continuity planning by creating contingency staffing plans.
  • Communicate effectively with team leads and management regarding workforce planning and real-time operations.

Qualifications:

  • Bachelors degree in Business Administration, Management, Statistics, or a related field.
  • 2-5 years of experience in Workforce Management with a focus on scheduling and forecasting.
  • Strong knowledge of IEX Workforce Management tools.
  • Experience in contact center or BPO environment preferred.
  • Proficiency in Excel and data analysis tools.
  • Strong analytical, organizational, and communication skills.
  • Ability to work under pressure and make quick decisions.
  • Understanding of labor laws, adherence policies, and shift management.

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