Note: Must have strong expertise doing manual calculation with MS Excel. Position: Scheduling Analyst + RTA

Location:
Pune, MH OR Gurgaon, HR Start Date: ASAP / immediate joiners (30
- 60 days) Shift time: 7:30 pm
- 4:30 am IST (2 weeks offs) Onsite
- 5 days' work from office

Job Description
• Ensure schedules are generated on a regular basis to maximize efficiency of resources
• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
• Provide and maintain Intra-day Performance reports
• Ensure data integrity within WFM system
• Capture, store and report on historical statistics
• Provide and create New Hire and Department Shift Bids
• Collaborate with multiple VCI staff to identify scheduling requirements.
• Establish and maintain communication channels to ensure scheduling and resources are met.
• Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Revie,
• Monitor intraday performance across channels, sites, and queues to ensure alignment with forecast, capacity plans, and schedules
• Continuously evaluate realtime drivers (volume, AHT, staffing levels, attendance, queue conditions) and identify risks to service levels
• Execute intraday reforecasting (interval and daily) by incorporating actual performance trends and updating staffing requirements accordingly
• Bridge planning to execution by understanding how forecast changes and scheduling decisions impact real-time performance
• Implement and manage a proactive intraday management approach, including rolling forecasts, pacing analysis, and forward-looking adjustments
• Monitor and respond to global triggers (e.g., SLA imbalance, extended wait times (ASA),



backlog thresholds, attendance gaps) and initiate appropriate actions
• Activate and manage staffing levers such as overtime (OT), voluntary time off (VTO), cross-channel movements, queue prioritization, and schedule adjustments
• Manage and maintain attendance tracking, ensuring accurate and timely updates of absences, lateness, and staffing gaps
• Analyse overstaffing and understaffing conditions and recommend actions to balance occupancy and SLA performance
• Coordinate with operations and planning teams to ensure timely execution of intraday decisions and escalations
• Manage OT and VTO waitlists, ensuring proper setup, tracking, and adherence to policies
• Track and report OT fulfilment vs. requirements, identifying gaps and recommending adjustments
• Support peak event and high-volume period management, including execution of predefined intraday strategies Key Skills & Knowledge
• 7+ years of experience in workforce management, with strong exposure to real-time/intraday management and creating schedule and shift bids.
• Strong understanding of contact center metrics (service level, ASA, AHT, occupancy, shrinkage)
• Experience performing intraday reforecasting and real-time workload analysis
• Need Exp with shift biding and schedule creation
- need someone who has experience in generating schedules,



running massive bids FTEs at multiple sites/ locations
• Tools Knowledge – Very Good IEX knowledge is must or Any WFM tools.
• Should have knowledge of Daily Rule/ Weekly Rule/ Multi Skill Scheduling Rules/ Single Skill Scheduling Rules/ Setup MU/CT/TOG/MU Set/CT
• Ensure schedules are generated on a regular basis to maximize productive utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
• Ensuring that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
• Understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements. Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner.
• Provide various scheduling analysis to ensure optimal schedules and provide staff recommendations. Provide and maintain Intra-day Performance reports
• Ensure data integrity within WFM system Capture, store and report on historical statistics Provide and create New Hire and Department Shift Bids
• Collaborate with multiple VCI staff to identify scheduling requirements.
• Establish and maintain communication channels to ensure scheduling and resources are met. Provide various WFM Presentations such as WBR
•

QUALIFICATIONS:
Graduate

📌 WFM Scheduling Analyst (India)
🏢 Aptino
📍 India