WFM-Scheduler | Thane

TP; Thane; On-site; INR 400,000 - 700,000; Full time

Job summary

TP in Thane, Maharashtra, is seeking an experienced Workforce Management Scheduler to optimize staffing and ensure service levels. You will schedule agents, monitor demand, and use WFM tools to create efficient rosters.

You will collaborate with teams to resolve conflicts and analyze performance data to identify scheduling improvements. 2-10 years in WFM scheduling and proficiency with IEX, Nice or Verint are required.

Qualifications

• 2-10 years of experience in WFM scheduling or related field.
• Proficiency in using IEX, Nice, Verint or similar workforce management systems.
• Strong understanding of call center operations and ability to analyze data for optimization purposes.

Responsibilities

• Schedule agents based on business requirements to meet customer demand.
• Use workforce management tools to create efficient schedules.
• Collaborate with team to resolve schedule conflicts and ensure smooth operations.
• Analyze performance metrics to identify areas for improvement in scheduling.

Skills

WFM scheduling

Data analysis

Team collaboration

Tools

IEX

Nice

Verint

Job description

Roles and Responsibilities :

• Schedule agents based on business requirements, ensuring optimal staffing levels to meet customer demand.
• Utilize workforce management tools such as IEX, Nice, Verint to create efficient schedules.
• Collaborate with team members to resolve schedule conflicts and ensure smooth operations.
• Analyze performance metrics to identify areas for improvement in the scheduling process.

Job Requirements :

• 2-10 years of experience in WFM scheduling or related field.
• Proficiency in using IEX, Nice, Verint or similar workforce management systems.
• Strong understanding of call center operations and ability to analyze data for optimization purposes.