Wfm Scheduler

Concentrix

2 - 7 years

2 - 6 Lacs

bengaluru

Posted:2 days ago| Platform:

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Skills Required

scheduler wfm excel bidding workforce management scheduling planning forecasting iex

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & key Responsibilities:

Develop and manage schedules for call center agents across various business segments.
Create detailed agent-level reports for planned activities to ensure completion and compliance with Statement of Work (SOW).
Formulate comprehensive action plans to enhance efficiency while meeting client expectations.
Monitor and compare forecasted versus actual call volumes, shrinkage, and staffing needs; suggest modifications as necessary.
Ensure scheduling adheres to labor laws, company policies, and, when applicable, employee preferences.
Collaborate with operations leaders, real-time analysts, and workforce planners to achieve service level and productivity targets.
Produce schedule-related reports and offer insights to enhance operational efficiency and workforce utilization.
Analyze schedule adherence, suggesting improvements to processes or scheduling practices.
Assist with shift bidding, paid time off planning, and schedule modification requests.
Serve as a subject matter expert in Workforce Management scheduling software and tools.

Key skills and knowledge:

Knowledge of Nice IEX, Verint, Excel advanced , Tableau, forecasting principles.

Qualification : Graduation

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