Scheduler

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job location :Mumbai

Position : Scheduler-WFM

Division : BPO

Experience : 3-5yrs of experience in WFM scheduling

Domain: BSFI Mandatory

Position Summary

We are looking for a Workforce Management Analyst to join our team, responsible for Real-Time Management and Scheduling activities. The role requires strong analytical, planning, and problem-solving skills to optimize workforce efficiency while maintaining service levels and enhancing customer experience.

Key Responsibilities

Real-Time Management (RTM):

• Monitor intraday performance across multiple queues and channels.
• Track schedule adherence, shrinkage, and real-time agent activities.
• Identify deviations and take corrective actions to minimize impact on SLAs.
• Communicate with operations teams on staffing gaps, skilling, and break management.

Scheduling:

• Develop, manage, and publish agent schedules aligned with forecasted volumes and staffing requirements.
• Maintain scheduling accuracy while balancing business needs and employee preferences.
• Analyze shift bids, rotations, and leave planning.
• Coordinate schedule adjustments for campaigns, training, and business priorities.

Reporting & Analysis:

• Generate daily/weekly/monthly WFM reports on performance, adherence, shrinkage, and utilization.
• Provide insights and recommendations to operations and leadership to improve efficiency.
• Support continuous improvement initiatives within WFM processes.

Required Skills & Qualifications

• Proven experience in Workforce Management, with a strong focus on Real-Time Management and Scheduling.
• Extensive experience supporting UK banking operations (Fraud, Mortgages, and Collections), ensuring familiarity with critical processes and compliance standards.
• Strong analytical and problem-solving skills.
• Proficiency in MS Excel and data analysis to drive insights and decision-making.
• Excellent communication and stakeholder management skills to ensure alignment with client objectives.

Good-to-Have Skills (Tools & Technologies):

• Exposure to WFM tools such as eWFM, Genesys.
• Knowledge of Power BI or other BI/reporting tools.
• Familiarity with multi-channel (voice, chat, email) contact center environments.

Education & Experience

• Graduate degree (any discipline).
• 2–4 years of relevant WFM experience in a contact center environment.

Disclaimer:

Contact details

Padmapriya

Email-padmapriya.shekar1@firstsource.com