Associate, Planning & Scheduling

Overview

Associate, Planning & Scheduling (Workforce Management) for generating and maintaining agent/engineer schedules using WFM tools.

What you'll do

• Use the Workforce Management scheduling tool (eWFM) to process weekly work schedules for engineer teams.
• Schedule training, education, and other special events for engineer teams.
• Generate and schedule workforce for clients and assess schedules.
• Monitor the WFM mailbox in real time and respond to requests from the Global team.
• Review and process agent time off and schedule change requests.
• Handle daily exceptions, update schedules, and respond to escalated/ad-hoc issues.
• Perform scheduling optimization (e.g., breaks) and manage scheduling communications between teams.

What you'll need

• 1–2 years of experience.
• Good knowledge of MS Excel and PowerPoint.
• Contact Centre Workforce Management experience.
• Extensive experience with WFM software and familiarity with/working with leave management system.
• Ability to work night shifts, weekends, holidays, and long hours due to 24×7 operations.
• Excellent communication skills (verbal and written).
• Comfort working in a fast-paced environment and resolving problems with time-sensitive decisions.

Details

• Location: Bangalore, India.
• Work mode: Hybrid (work at office).
• Employment type: Full time.