Job Description
We are seeking a WFM Scheduler to join our team in India. The ideal candidate will be responsible for creating and managing employee schedules to ensure optimal coverage and efficiency in our operations. The role requires analytical skills and proficiency in workforce management tools to analyze trends and forecast staffing needs.
Responsibilities
- Develop and maintain the scheduling for operational teams to ensure optimal coverage.
- Analyze call volume trends and workload to create effective schedules.
- Coordinate with team leaders to understand staffing needs and adjust schedules accordingly.
- Monitor adherence to schedules and provide reports on performance metrics.
- Assist in forecasting future staffing requirements based on historical data.
- Identify areas for improvement in scheduling processes and recommend solutions.
Skills and Qualifications
- 1-4 years of experience in workforce management or scheduling roles.
- Proficient in workforce management software and tools (e.g., NICE, Aspect, Verint).
- Strong analytical skills with the ability to interpret complex data.
- Excellent organizational and time-management abilities.
- Good communication skills to liaise with various departments.
- Knowledge of labor laws and regulations related
