Company Name: VARITE India Private Limited

About The Client:

An American multinational business software company that specializes in financial software. The company is headquartered in Mountain View, California. The Client's products include TurboTax's tax preparation application, the personal finance app Mint, the small business accounting program QuickBooks, the credit monitoring service Credit Karma and the email marketing platform Mailchimp.

Essential Job Functions:
- Provide near-term outlooks on scheduling and staffing to stakeholders, identifying and recommending necessary actions to ensure SLAs and business goals are met.
- Demonstrate expertise in the scheduling function, with a comprehensive, end-to-end awareness of capacity planning and forecasting processes.
- Leverage data analysis to forecast optimal times for offering shifts to experts, balancing the need to fill schedules with the risk of overstaffing.
- Develop and implement short-term, data-driven solutions to automate schedule changes and improve efficiency.




- Process and enter scheduling requests on behalf of managers.
- Collaborate with internal teams to understand scheduling requirements and communicate data-driven insights and recommendations.

Qualifications:
- 3-5 years of experience in a data-driven role, preferably within a contact center or operations environment. Experience with a Workforce Management (WFM) tool (e.g., Aspect, IEX, Calabrio, Verint).
- Proven expertise in data analysis and visualization, with proficiency in at least one of the following: R, Python, or SQL.
- Experience with building automated solutions and scripting.
- Robust understanding of scheduling principles and workforce management concepts.
- Excellent communication and collaboration skills, with the ability to present complex data to both technical and non-technical audiences.
- Ability to explain key contact center terms, such as Erlang C, Schedule Efficiency, and Shrinkage (Unplanned vs planned).
- Bachelor

📌 CW Support Operations Analyst II (Bengaluru)
🏢 VARITE
📍 Bengaluru