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 setting. 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.
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📌 Workforce Management Specialist (Hyderabad)
🏢 Movate
📍 Hyderabad