Wfm Scheduler

2 - 5 years

4 - 7 Lacs

Posted:5 days ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

• Generate and maintain agent schedules to maximize resource efficiency.

  • Conduct scheduling analyses and recommend staffing adjustments.
  • Create and manage new hire schedules and department shift bids.

• Maintain monthly workbooks with call statistics and forecasts.

  • Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.

• Manage outbound dialer campaigns across carriers.

  • Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
  • Build and maintain WFM and Operations SharePoint sites.
  • Analyse trends and identify opportunities and recommend efficiencies and implement changes.

• Maintain Standard Operating Procedures (SOPs) and process documentation.

  • Identify automation opportunities and recurring system issues.

• Recommend and implement process improvements to enhance productivity and customer satisfaction.

• Adhoc Responsibilities as assigned

Preferred candidate profile

3-5 years in a finance operation function.

Advanced Excel Skills to design and execute logic references, lookup references, pivot tables, dashboards, etc.

Exceptional verbal and written communication skills.

Health Insurance Industry and/or CMS experience is a plus.

Strong analytical, quantitative, written and interpersonal skills.

High attention to details and results driven.

Ability to work flexible hours, including weekends if required. A

bility to work independently and manage multiple priorities.

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Wipro

Information Technology & Services

Bengaluru

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