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Schedule Specialist IntouchCX

1.0 - 6.0 years

3 - 8 Lacs

hyderabad

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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. Ke...

Posted 2 months ago

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