Note: Must have robust expertise doing manual calculation with MS Excel. Position: Scheduling Analyst

Location:
Wagholi, Pune, MH, India Start Date: ASAP / immediate joiners (by 15th Nov, 2026) Shift time: 7:30 pm
- 4:30 am IST (2 weeks offs) Onsite
- 5 days' work from office

Job Description
We are looking for a client-facing WFM Capacity Planner & Scheduling Analyst responsible for capacity planning, resource optimization, and schedule development. The role requires strong analytical and scheduling expertise, hands-on knowledge of IEX and Avaya CMS, and the ability to engage directly with clients to develop workforce strategies aligned with business demand and service-level objectives.

Key Responsibilities
• Develop capacity plans, FTE requirements, and resource allocation strategies based on forecasted demand and business objectives.
• Create and optimize agent schedules, shift patterns, days off, breaks, and activities to ensure optimal interval-level coverage.
• Analyse staffing gaps, shrinkage, occupancy, service levels,



and schedule efficiency to identify optimization opportunities.
• Utilize IEX and Avaya CMS for workforce planning, historical data analysis, scheduling, and performance insights.
• Present capacity plans, scheduling recommendations, risks, and improvement opportunities to client stakeholders.
• Collaborate with Forecasting, Operations, Recruitment, and RTA teams to align capacity and scheduling plans with operational requirements. Required Skills & Experience
• 5+ years strong experience in WFM scheduling & capacity planning.
• Hands-on knowledge of IEX and Avaya CMS is mandatory.
• Understanding of staffing models, interval coverage, shrinkage, occupancy, service levels, and schedule optimization.
• Strong Excel, analytical, problem-solving, and client communication skills.
• Ability to independently manage client deliverables and present data-driven recommendations.

📌 WFM Scheduling Analyst (India)
🏢 Aptino
📍 India