Job Title:  Consultant | WFM - Scheduling | Bengaluru | Customer Strategy & Design

Consultant | WFM - Scheduling | Bengaluru | Customer Strategy & Design 

Role Overview

The SWOT Scheduling representative will create and manage shift schedules to match staff capacity with business demand. They balance service goals, labor laws, and employee preferences while optimizing coverage for peak and quiet operational hours.

Your Responsibilities

• Build Shifts: Design interval-level schedules using demand forecasts and required staffing levels.
• Manage Leave & Shrinkage: Process time-off requests, training sessions, and breaks while keeping coverage stable.
• Handle Exceptions: Update schedules for shift trades, sick leaves, and unexpected staffing gaps.
• Ensure Compliance: Follow local labor regulations, union rules, and internal company policies.
• Collaborate: Work with operations teams and forecasters to track staffing trends and adjust future plans.
• Provide analytical and strategy support to business and WFM individuals.
• Ensure completeness of deliverables as required and document results and present findings to management
• Planning, forecasting & scheduling
• Suggest and implement optimization opportunities.
• Diagnose and resolve complex to moderate issues
• Act as an SME for the functional area
• Communicate staff and department performance metrics to management

Key Skills Required

• Experience within the field of WFM & Command center/Real Time Monitoring
• Has worked in a capacity of Scheduler for more than 2 years.
• Call center Voice/Non-Voice (Chats, social Media) Metric Familiarity
• Ability to work under pressure and multitasker in dynamic situations
• Educatiob to be any bachelor’s degree
• 3–5 years of hands-on WFM experience in a product or operations environment.
• Strong knowledge of WFM tools (Genesys, NICE or equivalent).
• Excellent analytical, MS Excel, and reporting skills.
• Ability to multitask, prioritize, and meet deadlines even under critical circumstances.
• Strong communication and coordination abilities across teams