Scheduler
- IntouchCX
- 1 - 6 years
- Hyderabad
- 2 months ago
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Job Description
Were Hiring: Scheduler / Workforce Management Analyst (2-5 Yrs) | IEX WFM Experience Required!
Are you passionate about workforce optimization and scheduling? Skilled in IEX Workforce Management tools and love making data-driven decisions? Were looking for YOU to join our growing team! Position: Scheduler / Workforce Management Analyst
Job Location: Hyderabad
Experience: 2-5 Years
Tool Expertise: IEX WFM (NICE IEX), Excel, Real-time monitoring tools What Youll Be Doing:
Develop and manage daily, weekly, and monthly agent schedules for contact center operations.
Utilize IEX WFM for forecasting, scheduling, and real-time adherence monitoring.
Analyze historical data to forecast staffing needs and identify trends.
Ensure real-time service level goals are met by making schedule adjustments.
Collaborate with operations, quality, and training teams for seamless workforce execution.
Generate insightful WFM reports for leadership to support planning and performance improvement. Key Responsibilities:
Scheduling & Forecasting:
Create, maintain, and adjust agent schedules (daily, weekly, monthly) based on call volume forecasts, shrinkage, and business needs.
Leverage IEX WFM tools to build optimized schedules that align with service level agreements (SLAs) and business requirements.
Support shift bidding, swapping, time-off requests, and other schedule-related functions.
Reporting & Optimization:
Generate and distribute WFM reports (schedule adherence, shrinkage, productivity, etc.)
Identify scheduling gaps, recommend improvements, and drive process enhancements
Collaborate with Ops, QA, Training, and HR to maintain staffing alignment across departments Required Skills & Qualifications:
27 years of hands-on experience in Workforce Management or Scheduling roles, preferably in a Contact Center or BPO
Proficiency with IEX WFM (NICE IEX) including forecasting, scheduling, real-time adherence monitoring
Advanced Excel skills (pivot tables, formulas, charts)
Strong understanding of WFM metrics: AHT, ASA, SLA, shrinkage, occupancy, FTEhashtag#WorkforceManagementAnalyst hashtag#Scheduler hashtag#IEX hashtag#WFM hashtag#WorkforceOptimization hashtag#BPOWFM hashtag#RealTimeAnalyst hashtag#CallCenterOperations # hashtag#WFMReporting hashtag#ServiceLevelManagement hashtag#ScheduleManagement hashtag#StaffingForecasting hashtag#IntradayManagement hashtag#AdherenceTracking hashtag#SLAManagement hashtag#CallVolumeForecasting hashtag#RosterManagement hashtag#AgentPerformanceTracking hashtag#UtilizationReporting hashtag#HeadcountAnalysis hashtag#KPIReporting hashtag#CallCenterMetrics
hashtag#PerformanceDashboards hashtag#IEXWFM hashtag#NICEIEX hashtag#BPO hashtag#CallCenter hashtag#CustomerSupport hashtag#ContactCenterOperations hashtag#GlobalSupportCenters Why Join Us?
Be part of a high-performing team where your expertise in workforce management directly impacts operational efficiency and customer satisfaction.
Interested?
Send your CV via DM or email us at sh***************o@in******x.com
Lets chat if youre ready to take the next step in your WFM career!
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Scheduling IEX Workforce Management Schedule Planning WFM
IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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