Scheduling Analyst

Job Summary: The Scheduler is responsible for the creation and management of work schedules for contact center agents, ensuring that staffing levels meet business needs while optimizing resource utilization. The role involves analyzing forecast data, coordinating with various departments, and ensuring adherence to labor laws and organizational policies. The Scheduler plays a crucial role in balancing operational efficiency with employee satisfaction.

Key Responsibilities: Schedule Creation: Develop and maintain weekly and monthly schedules for contact center agents based on forecasted call volume, historical data, and real-time requirements. Real-Time Adjustments: Monitor real-time performance and adjust schedules as necessary to address unexpected changes in call volume, absenteeism, or other variables that may impact service levels. Data Analysis: Analyze historical data, trends, and patterns to improve the accuracy of schedules and to anticipate future staffing needs. Collaboration: Work closely with the Operations team, Team Leaders, and HR to address scheduling conflicts, shift swaps, and other staffing-related issues. Coordinate with HR to ensure compliance with labor laws, including break times, overtime, and shift regulations. Reporting: Generate and distribute daily, weekly, and monthly reports on staffing efficiency, schedule adherence, and forecast accuracy to relevant stakeholders. Continuous Improvement: Participate in the development and implementation of scheduling tools, systems, and processes to enhance operational efficiency and employee satisfaction. Communication: Act as the primary point of contact for agents regarding their schedules, addressing any concerns or requests for changes in a timely and professional manner. Compliance: Ensure that all schedules comply with company policies, labor laws, and contractual obligations.

Skills: Strong analytical skills and attention to detail. Proficiency in Microsoft Excel and other scheduling tools. Excellent communication and interpersonal skills. Ability to work under pressure and manage multiple priorities. Knowledge of labor laws and scheduling best practices. Behavioral Competencies: Problem-solving mindset. Strong organizational skills. Team-oriented with a collaborative approach to work.

Time - 06.30 PM to 03.30 AM IST Location - Bangalore