Workforce Scheduler| 3-5 Yrs Exp | Mumbai Pune

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Role Summary:

The Scheduler is responsible for developing and maintaining optimal staff schedules to ensure proper coverage and meet service level goals. This role works closely with Real-Time Analysts and Operations teams to align schedules with forecasted volume and business requirements.

Must Have :

• Should have experience of WFM skills like Planning, Scheduling & Forecasting.
• Should have exposure to Aspect/IEX or Any standard WFM tools
• Tracking associate wise AHT on daily basis.
• Analysis Strong Analytical skills

Key Responsibilities:

• Create and maintain optimal agent schedules using WFM tools (e.g., NICE, IEX, Verint).
• Ensure scheduling aligns with forecasted call volumes, service levels, shrinkage, and peak demand.
• Manage shift bids, rotations, split shifts, and flexible work arrangements based on business rules.
• Coordinate with Ops and HR to manage planned leaves, trainings, and meetings.
• Analyze schedule efficiency and make data-driven adjustments when required.
• Track adherence, identify staffing gaps, and recommend shift changes or overtime.
• Partner with forecasting and real-time teams to ensure smooth intraday execution.
• Assist in long-term capacity planning and shift pattern design.
• Provide regular scheduling reports to stakeholders and leadership.

Required Skills & Qualifications:

• Graduate in any discipline (Commerce, Science, or Tech preferred).
• 3-5 years of experience as a WFM Scheduler in a BPO/KPO/Shared Services environment.
• Hands-on experience with WFM platforms like NICE IEX, Verint, Aspect, Genesys, or similar.
• Strong analytical and Excel/reporting skills.
• Understanding of key WFM metrics like FTE, Shrinkage, SLA, Adherence, Occupancy, etc.
• Strong coordination and communication skills to collaborate with multiple stakeholders.
• Ability to work in a dynamic, fast-paced environment and adapt to business needs.

Preferred Candidates From:

• Voice or non-voice BPO operations (domestic/international)
• BFSI / Telecom / Healthcare / ITES support processes
• Candidates with exposure to global (US/UK) contact center environments

Work Environment & Benefits:

• Flexible work policies depending on project.
• Opportunity to work with global clients and cross-functional teams.
• Competitive salary and benefits with internal career mobility.
• Collaborative and diverse culture under the company's digital-first vision.