Schedule Analyst

eClerx; Navi Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

eClerx in Navi Mumbai seeks an experienced WFM Scheduler to drive forecasting, capacity planning and scheduling across multiple sites. The role requires 2 to 5 years of WFM scheduling experience in a BPO or contact center environment, with a focus on meeting SLAs and high-quality outputs.

You will analyze shrinkage, adherence, run reports, and maintain KPI health while coordinating with operations and updating both internal and client tools.

Qualifications

• 2 to 5 years of WFM Scheduling experience in a BPO/Contact Center environment.
• Strong understanding of Forecasting, Capacity Planning, Scheduling, Shrinkage, RTA concepts.
• Experience with WFM tools such as NICE IEX, Verint, Calabrio, Aspect, or equivalent scheduling platforms.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, multi-site environment with flexible shifts.
• Communicate effectively and close looping with the operations in case of observations.
• Updating status in internal as well as client tools.
• Meet process expectations with high-quality standards and adherence to SLAs.
• Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
• Prepare various Ops production reports
• Perform RTM role independently.

Responsibilities

• 2 to 5 years of WFM Scheduling experience in a BPO/Contact Center environment.
• Forecasting, Capacity Planning, Scheduling, Shrinkage and RTA concepts knowledge.
• Proficient with WFM tools like NICE IEX, Verint, Calabrio or similar platforms.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, multi-site environment with flexible shifts.
• Effective communication and closed-loop updates with operations on observations.
• Update status in internal and client tools.
• Meet process expectations with high-quality standards and SLA adherence.
• Manage floor operations to maintain KPIs such as Shrinkage and Schedule adherence.
• Prepare and present various operations reports.
• Perform RTM role independently.

Skills

WFM Scheduling

Forecasting

Capacity Planning

Scheduling

Shrinkage

RTA concepts

Analytical skills

Communication skills

Multi-site operations

Flexible shifts

Tools

NICE IEX

Verint

Calabrio

Aspect

Job description

Role & responsibilities

• 2 TO 5 years of WFM Scheduling experience in a BPO/Contact Center environment.
• Strong understanding of Forecasting, Capacity Planning, Scheduling, Shrinkage, RTA concepts.
• Experience with WFM tools such as NICE IEX, Verint, Calabrio, Aspect, or equivalent scheduling platforms will be an added advantage.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, multi-site environment with flexible shifts
• Communicate effectively and close looping with the operations in case of observations
• Updating status in internal as well as client tools
• Meet process expectations with high-quality standards and adherence to SLAs
• Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
• Prepare various Ops production reports
• Perform RTM role independently

Preferred candidate profile

• 1.Must have Experience in scheduling
• 2.Comfortable to work roational shift & week offs