Description

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.

Role & Responsibilities

Manage and control pools and resources (inflow, exits, absence, sills, clients)
Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
Monitor trends and attrition, flagging any changes that may impact resource allocation




Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances
Giving support, focusing on customers, embracing technology, managing self-development
Knowledge of workforce scheduling
Use of workforce management tools such as Verint, NICE IEX or others

Required Skills & Qualifications:

Bachelors Degree (Graduation is mandatory).
2 years of experience in workforce management
Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
Excellent analytical, communication, and coordination skills.
Ability to work in a fast-paced, dynamic workplace and manage multiple tasks simultaneously.
Comfortable working in night shifts.

Perks & Benefits

Salary Range- Upto 5.90 LPA
Annual Bonus
Cab facility (Pick up & Drop)
Medical Insurance
Life Insuran

📌 Scheduler Analyst (Noida)
🏢 TELUS Digital
📍 Noida