Role and Key Responsibilities:

Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. 

• Develop, manage, and maintain comprehensive schedules
• Single Point of Contact for the Business Unit.
• Structure set up to core scheduling activities.
• Forecast Upload and generate the Intraday Patterns (IDP)
• Schedule Generation and Optimization.
• Review IDP (Requirement vs Schedule) with sites/Partners.
• Recommend required headcount with sites/Partners by running different scheduling scenarios.
• Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR %
• Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities.
• Ensure resource allocation aligns with project goals and organizational capacity.
• Lead and motivate team members to achieve scheduling objectives efficiently.
• Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
• Drive continuous improvement initiatives to enhance scheduling processes and team performance.
• Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments
• Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
• Leverage machine learning and data analytics to enhance workforce scheduling models.
• Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization.
• Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling.
• Benchmark against industry leaders to adopt best practices in scheduling innovation.
• Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request.

Key skills and knowledge:

• Good knowledge of MS Office tools, SQL, PowerBi
• Excellent communication and interpersonal skills.
• Proficiency with computers
• Willingness to work in a 24*7 shift environment
• Drive for self-learning and knowledge enhancement
• Exposure to the leave management system
• Contact Centre Workforce Management experience 
• Extensive experience with WFM software.
• Experience in IEX and Alvaria WFM tool is required, preferably Alvaria.
• Team handling experience shall be an added advantage.
• Ability to simplify complex operations into repeatable processes 
• Comfortable in fast-paced environment 
• Ability to make decisions in time sensitive ambiguous situations
• Ability to multitask and manage multiple projects simultaneously.
• Strong problem-solving skills and adaptability to changing priorities. 

Educational Qualification: Bachelor’s degree