IND HYD - WFM SP2 - 08.14.26 at VXI Global… · Hyderabad

IND HYD - WFM SP2 - 08.14.26
Location: Hyderabad, India
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Description: Workforce Management (WFM) Scheduler
Position Title: Workforce Management Scheduler
Department: Workforce Management (WFM)
Reports To: WFM Manager / Lead
Location: Onsite, HYD
Role Summary
The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing staff schedules to ensure service level targets are met while balancing operational requirements and employee work rules. This role partners closely with Operations, Real-Time Analysts, and Planning teams to support daily and long-term staffing needs.
Key Responsibilities
Develop, publish, and maintain work schedules aligned with forecasted workload, staffing plans, and contractual requirements
Create and manage shift patterns, lunch and break placements, overtime, voluntary time off (VTO), and leave schedules
Ensure schedules comply with labor laws, company policies, and client-specific rules
Monitor schedule adherence drivers and proactively adjust schedules based on attrition, shrinkage, and business changes
Process schedule change requests, swaps, and exceptions in coordination with Operations
Collaborate with Planning and Forecasting teams to translate staffing plans into executable schedules
Support special events, training pullouts, holidays, and peak demand periods
Maintain accurate scheduling data in WFM tools (e.g., IEX, Verint, NICE, Aspect, Kronos)
Generate and distribute schedule-related reports and analysis
Participate in continuous improvement initiatives to enhance scheduling efficiency and employee experience
Required Skills & Qualifications
Bachelor’s degree or equivalent work experience preferred
1–3 years of Workforce Management or scheduling experience (contact center environment preferred)
Strong analytical and problem-solving skills
Proficiency in WFM scheduling tools (IEX/Genesis, Verint, NICE, etc.)
Advanced Excel and PPT skills (formulas, pivot tables, data analysis)
Working knowledge of contact center KPIs (AHT, Service Level, Occupancy, Shrinkage)
Excellent communication and stakeholder management skills
Ability to work in a fast-paced, dynamic environment
Strong attention to detail and time management
Preferred Qualifications
Experience supporting multi-skill or omni-channel environments (voice, chat, email, social)
Knowledge of labor laws and scheduling best practices
Flexibility to work shifts aligned to business needs
Key Competencies
Data-driven decision making
Collaboration and adaptability
Planning and organizational skills
Customer and employee focus
Continuous improvement mindset
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!