Work from Office
Full Time
Position: Scheduler / Workforce Management Analyst Job Location: Hyderabad Experience: 2-5 Years Tool Expertise: IEX WFM (NICE IEX), Excel, Real-time monitoring tools What Youll 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 enhancementsCollaborate 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 BPOProficiency with IEX WFM (NICE IEX) – including forecasting, scheduling, real-time adherence monitoringAdvanced Excel skills (pivot tables, formulas, charts)Strong understanding of WFM metrics: AHT, ASA, SLA, shrinkage, occupancy, FTE
IntouchCX
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
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.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
hyderabad
3.25 - 8.25 Lacs P.A.
3.5 - 4.5 Lacs P.A.
navi mumbai
10.0 - 12.0 Lacs P.A.
0.5 - 2.5 Lacs P.A.
hyderabad
3.25 - 8.25 Lacs P.A.
ahmedabad, chennai, mumbai (all areas)
Experience: Not specified
2.0 - 2.25 Lacs P.A.
jalandhar, ambala, delhi / ncr
Experience: Not specified
2.0 - 2.25 Lacs P.A.
Experience: Not specified
0.5 - 2.0 Lacs P.A.
gurugram
28.8 - 36.0 Lacs P.A.
pune, chennai
4.0 - 8.0 Lacs P.A.
