Schedule Specialist
- IntouchCX
- 1 - 6 years
- Hyderabad
- 4 months ago
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Job Description
Position: Scheduler / Workforce Management Analyst
Job Location: Hyderabad
Experience: 2-5 Years
Tool Expertise: IEX WFM (NICE IEX), Excel, Real-time monitoring tools What Youll Be Doing:
Develop and manage daily, weekly, and monthly agent schedules for contact center operations.
Utilize IEX WFM for forecasting, scheduling, and real-time adherence monitoring.
Analyze historical data to forecast staffing needs and identify trends.
Ensure real-time service level goals are met by making schedule adjustments.
Collaborate with operations, quality, and training teams for seamless workforce execution.
Generate insightful WFM reports for leadership to support planning and performance improvement. Key Responsibilities:
Scheduling & Forecasting:
Create, maintain, and adjust agent schedules (daily, weekly, monthly) based on call volume forecasts, shrinkage, and business needs.
Leverage IEX WFM tools to build optimized schedules that align with service level agreements (SLAs) and business requirements.
Support shift bidding, swapping, time-off requests, and other schedule-related functions.
Reporting & Optimization:
Generate and distribute WFM reports (schedule adherence, shrinkage, productivity, etc.)
Identify scheduling gaps, recommend improvements, and drive process enhancements
Collaborate with Ops, QA, Training, and HR to maintain staffing alignment across departments Required Skills & Qualifications:
27 years of hands-on experience in Workforce Management or Scheduling roles, preferably in a Contact Center or BPO
Proficiency with IEX WFM (NICE IEX) including forecasting, scheduling, real-time adherence monitoring
Advanced Excel skills (pivot tables, formulas, charts)
Strong understanding of WFM metrics: AHT, ASA, SLA, shrinkage, occupancy, FTE
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: IEX WFM Scheduling Specialist Workforce Scheduler Contact Center Scheduling Forecasting and Scheduling Call Center Workforce Management Real-Time Analyst Intraday Management Schedule Adherence Staffing Planner Workforce Optimization WFM Specialist
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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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