Workforce Management Specialist

Movate; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Movate is seeking a highly skilled Workforce Management Scheduling SME to optimize scheduling operations within a high-volume support environment. You will oversee workforce planning, roster optimization, leave management, capacity alignment, scheduling governance, and process improvement.

You will collaborate with Operations, Capacity Management, Forecasting, Engineering, and Vendor Partners to ensure staffing levels support service level objectives across Chat, Phone, and Ticketing channels.

Qualifications

• 5+ years of Workforce Management experience in contact center or support operations.
• Hands-on experience with Verint Workforce Management platform.
• Strong understanding of workforce scheduling, capacity planning, forecasting concepts, and real-time operations.
• Experience publishing schedules and managing workforce coverage.
• Strong analytical and reporting skills with ability to interpret staffing metrics and trends.
• Proven ability to manage multiple stakeholders across Operations, Engineering, Vendors, and Leadership.
• Excellent communication, planning, and problem-solving skills.

Responsibilities

• Translate workforce forecasts into effective schedules using Verint WFM.
• Create and publish shift rosters aligned with forecasted demand and operational requirements.
• Monitor workforce capacity and staffing gaps to ensure optimal coverage.
• Partner with Forecasting and Operations teams to support workforce planning initiatives.
• Manage scheduling cycles and maintain schedule accuracy across multiple support teams.
• Administer leave and out-of-office requests through Verint; coordinate backfills.
• Review scheduling exceptions and accommodations; ensure governance standards.
• Drive automation and continuous improvement initiatives within WFM operations.

Skills

Workforce Management

Verint WFM

Forecasting

Capacity Planning

Scheduling

Analytics

Stakeholder management

Communication

Tools

Verint WFM

Job description

We are looking for a highly skilled Workforce Management (WFM) Scheduling Subject Matter Expert (SME) to manage and optimize scheduling operations within a high-volume support environment. The ideal candidate will play a critical role in workforce planning, roster optimization, leave management, capacity alignment, scheduling governance, and continuous process improvement.

You will work closely with Operations, Capacity Management, Forecasting teams, Engineering, and Vendor Partners to ensure staffing levels consistently support service level objectives across support channels including Chat, Phone, and Ticketing.

Key Responsibilities

Workforce Scheduling & Capacity Management

• Translate workforce forecasts into effective schedules using Verint WFM.
• Create and publish shift rosters aligned with forecasted demand and operational requirements.
• Monitor workforce capacity and staffing gaps to ensure optimal coverage.
• Partner with Forecasting and Operations teams to support workforce planning initiatives.
• Manage scheduling cycles and maintain schedule accuracy across multiple support teams.

Leave & Absence Management

• Administer leave and out-of-office requests through Verint.
• Manage planned, unplanned, and emergency leave processes.
• Coordinate staffing backfills with Operations Managers.
• Ensure workforce coverage while maintaining service commitments.

Schedule Exceptions & Accommodations

• Review and process scheduling exceptions and accommodations.
• Support business, personal, medical, and regional scheduling requirements.
• Ensure adherence to scheduling policies and governance standards.

Holiday Coverage & Workforce Equity

• Manage public holiday staffing through fair and balanced scheduling practices.
• Ensure equitable distribution of holiday shifts across teams.
• Maintain transparency and consistency in holiday workforce planning.

Process Improvement & Tool Administration

• Drive automation and continuous improvement initiatives within WFM operations.
• Support Verint platform administration and workforce scheduling configurations.
• Collaborate with engineering teams on system enhancements and issue resolution.
• Develop and maintain SOPs, process documentation, and operational governance materials.
• Manage WFM user access, scheduling artifacts, and knowledge repositories.

Required Skills & Qualifications

• 5+ years of Workforce Management experience in contact center or support operations environments.
• Hands-on experience with Verint Workforce Management platform.
• Strong understanding of:
• Workforce Scheduling
• Capacity Planning
• Forecasting Concepts
• Real-Time Workforce Operations
• Experience publishing schedules and managing workforce coverage.
• Strong analytical and reporting skills with the ability to interpret staffing metrics and workforce trends.
• Proven ability to manage multiple stakeholders across Operations, Engineering, Vendors, and Leadership teams.
• Excellent communication, planning, and problem-solving skills.

Preferred Qualifications

• Experience supporting global support organizations.
• Exposure to workforce optimization and automation initiatives.
• Knowledge of service level management in high-volume support environments.