Jobs
Interviews
IntouchCX logo

Schedule Analyst

1 - 3 years

2 - 5 Lacs

Hyderabad

Posted:2 months ago| Platform: Naukri logo

Apply

Skills Required

IEX Workforce Management Scheduler Nice Verint Scheduling Aspect

Work Mode

Work from Office

Job Type

Full Time

Job Description

J ob Title: Scheduling Analyst Location: Hyderabad Department: Workforce Management / Operations Employment Type: Full-time Reports To: WFM Manager / Operations Head Job Summary: We are seeking a detail-oriented and analytical Scheduling Analyst to join our Workforce Management team. The ideal candidate will be responsible for creating, maintaining, and optimizing staff schedules to ensure adequate coverage and achieve business goals. This role plays a key part in supporting operational efficiency and maintaining service level agreements (SLAs). Key Responsibilities: Develop and maintain effective agent schedules to meet forecasted workload and SLA targets. Monitor real-time attendance and adherence, recommending adjustments as needed. Analyze historical data to support long-term and short-term staffing strategies. Collaborate with WFM, Operations, and HR teams to ensure smooth scheduling processes. Support shift bidding, vacation planning, and schedule change processes. Generate daily, weekly, and monthly reports related to staffing, utilization, and shrinkage. Use WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys) to manage schedule assignments. Identify and recommend areas for process and efficiency improvements. Qualifications: Bachelor's degree in Business, Mathematics, or a related field (preferred). 1-3 years of experience in a scheduling or workforce analyst role. Proficiency in WFM tools (e.g., NICE IEX, Verint, or similar platforms). Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work in a fast-paced, dynamic environment. Intermediate to advanced skills in Microsoft Excel. Preferred Skills: Experience in a contact center or BPO environment. Understanding of scheduling practices and workforce planning strategies. Knowledge of real-time management and intraday scheduling adjustments. Let me know if you'd like a version for a junior/entry-level role or to include shift details, remote/hybrid options, etc.

More Jobs at IntouchCX

Customer Support Representative

Hyderabad

1 - 4 yrs
|

INR 2 - 4 Lacs

Hiring For International Chat Support - Only Immediate joiners

Hyderabad

1 - 4 yrs
|

INR 2 - 4 Lacs

Customer Service | Gaming Support| Non Voice

Bengaluru, Karnataka

Experience: Not specified

|

INR 2 - 4 Lacs

Customer Care Executive

Hyderabad

Experience: Not specified

|

INR 2 - 4 Lacs

Openings For International Chat Support

Hyderabad

1 - 4 yrs
|

INR 0 - 3 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Google Play App Store
coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
IntouchCX logo
IntouchCX

Outsourcing and Offshoring Consulting

Winnipeg Manitoba

RecommendedJobs for You

IntouchCX logo

Schedule Analyst

IntouchCX

Hyderabad