WFM Lead Scheduler

Startek (Aegis Customer Support Services Pvt. Ltd.); Gurugram District; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) is seeking a Workforce Management Lead Scheduler to join our team in Gurugram. You will own scheduling and capacity planning to meet service levels.

You will analyze forecast data, optimize staffing, monitor adherence, and drive process improvements using NICE IEX, Verint, Aspect, Genesys, and advanced Excel/Power BI.

Qualifications

• Experience in Workforce Management, Scheduling, or Capacity Planning.
• Hands-on experience with WFM tools (NICE IEX, Verint, Aspect, Genesys).
• Strong Excel and Power BI knowledge.

Responsibilities

• Create and manage schedules to meet SLAs.
• Analyze forecast data and optimize staffing plans.
• Monitor schedule adherence and recommend improvements.
• Collaborate with Operations, Planning, and Leadership teams.
• Drive continuous process improvements using WFM tools and analytics.

Skills

Analytical skills

Excel

Power BI

Stakeholder management

Communication

Tools

NICE IEX

Verint

Aspect

Genesys

Job description

Were Hiring | Workforce Management (WFM) Professionals

#Startek #WeAreHiring

Are you passionate about workforce planning, scheduling optimization, and driving operational excellence? We’re looking for a #WFM #Lead #Scheduler# to join our team and play a key role in delivering efficient workforce management solutions.

Key Responsibilities:

Create and manage schedules to meet business and service level objectives.

Analyze forecast data and optimize staffing plans.

Monitor schedule adherence and recommend improvements.

Collaborate with Operations, Planning, and Leadership teams.

Drive continuous process improvements using WFM tools and analytics.

What We’re Looking For:

Experience in Workforce Management, Scheduling, or Capacity Planning.

Strong analytical and problem-solving skills.

Hands-on experience with WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, etc.).

Advanced Excel skills; Power BI knowledge is a plus.

Excellent communication and stakeholder management skills.

If you’re ready to take the next step in your WFM career, we’d love to hear from you!