Schedule Analyst
- IntouchCX
- 1 - 3 years
- Hyderabad
- 1 month ago
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Job Description
Job Title: Scheduling Analyst
Location: Hyderabad
Department: Workforce Management / Operations
Employment Type: Full-time
Reports To: WFM Manager / Operations Head
Job Summary:
We are seeking a detail-oriented and analytical Scheduling Analyst to join our Workforce Management team. The ideal candidate will be responsible for creating, maintaining, and optimizing staff schedules to ensure adequate coverage and achieve business goals. This role plays a key part in supporting operational efficiency and maintaining service level agreements (SLAs).
Key Responsibilities:
Develop and maintain effective agent schedules to meet forecasted workload and SLA targets.
Monitor real-time attendance and adherence, recommending adjustments as needed.
Analyze historical data to support long-term and short-term staffing strategies.
Collaborate with WFM, Operations, and HR teams to ensure smooth scheduling processes.
Support shift bidding, vacation planning, and schedule change processes.
Generate daily, weekly, and monthly reports related to staffing, utilization, and shrinkage.
Use WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys) to manage schedule assignments.
Identify and recommend areas for process and efficiency improvements.
Qualifications:
Bachelor's degree in Business, Mathematics, or a related field (preferred).
- 1-3 years of experience in a scheduling or workforce analyst role.
Proficiency in WFM tools (e.g., NICE IEX, Verint, or similar platforms).
Strong analytical and problem-solving skills.
Excellent communication and collaboration abilities.
Ability to work in a fast-paced, dynamic environment.
Intermediate to advanced skills in Microsoft Excel.
Preferred Skills:
Experience in a contact center or BPO environment.
Understanding of scheduling practices and workforce planning strategies.
Knowledge of real-time management and intraday scheduling adjustments.
Let me know if you'd like a version for a junior/entry-level role or to include shift details, remote/hybrid options, etc.
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: IEX Workforce Management Scheduler Nice Verint Scheduling Aspect
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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