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 setting and manage multiple tasks simultaneously.
- Comfortable working in night shifts.

Perks & Benefits
- Salary Range
- Upto 5.90 LPA
- Annual Bonus
- Cab facility (Pick up

📌 Scheduler Analyst (Noida)
🏢 TELUS Digital
📍 Noida