Note: Must have strong 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

:

We are looking for a client-facing WFM Capacity Planner & Scheduling Analyst responsible for capacity planning, resource optimization, and schedule development. The role requires solid 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

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



and schedule efficiency to identify optimization opportunities.
4. Utilize IEX and Avaya CMS for workforce planning, historical data analysis, scheduling, and performance insights.
5. Present capacity plans, scheduling recommendations, risks, and improvement opportunities to client stakeholders.
6. Collaborate with Forecasting, Operations, Recruitment, and RTA teams to align capacity and scheduling plans with operational requirements.

Required Skills & Experience

1. 5+ years strong experience in WFM scheduling & capacity planning.
2. Hands-on knowledge of IEX and Avaya CMS is mandatory.
3. Understanding of staffing models, interval coverage, shrinkage, occupancy, service levels, and schedule optimization.
4. Strong Excel, analytical, problem-solving, and client communication skills.
5. Ability to independently manage client deliverables and present data-driven recommendations.

📌 WFM Scheduling Analyst (Maharashtra)
🏢 Aptino
📍 Maharashtra