Workforce Management Scheduler

Job Summary The Workforce Management (WFM) Scheduler is responsible for creating and optimizing employee schedules that align workforce capacity with forecasted business demand. The role ensures effective staffing coverage while considering employee availability, labor regulations, operational requirements, and service level goals.

Key Responsibilities
Develop staffing requirements and scheduling plans based on forecasts, capacity plans, and business requirements.
Create and maintain employee schedules using workforce management systems.
Review and process schedule requests, time-off submissions, exceptions, and operational adjustments.
Optimize schedules to minimize staffing variances and improve schedule efficiency.
Ensure compliance with labor laws, company policies, and scheduling guidelines.
Collaborate with WFM Planners, Operations, and Business Partners on scheduling strategies.
Maintain WFM tools, staffing profiles, and schedule configurations to support business objectives.
Participate in schedule reviews and recommend process improvements.





Qualifications & Experience

Graduation is required; degree in Business, Mathematics, or related field preferred.

Previous Workforce Management, scheduling, or contact center experience preferred.

Business English proficiency required.

Ability to support a versatile 24x7 work workplace.

Technical Skills
Advanced Microsoft Excel skills including formulas, reporting, charts, and pivot tables.
Knowledge of WFM platforms such as NICE IEX, Verint, eWFM, Genesys, Avaya, or similar tools.
Proficiency with Microsoft Office applications and basic computer systems.

Core Competencies
Analytical and problem-solving skills
Communication and stakeholder management
Attention to detail and accuracy
Prioritization and risk management

Knowledge Requirements

Understanding of workforce planning, scheduling processes, contact center KPIs, and local labor regulations.

Knowledge of data privacy, compliance, and information security standards.

📌 Workforce Management Scheduler Bengaluru
🏢 Conduent
📍 Bengaluru