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Metro location and mid-level role attract applicants; niche WFM tools partially moderate competition.
Contact-centre WFM experience is specialized, though scheduling, forecasting and SQL skills transfer across operations.
Explicit 4-5 years plus mandatory WFM tools, SQL and PowerBI make hiring filters strict.
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Manage and maintain comprehensive weekly work schedules for engineer teams using Workforce Management scheduling tools (eWFM).
Forecast, generate, and optimize Intraday Patterns (IDP), reviewing requirements versus schedules with sites/partners and recommending headcount.
Lead scheduling coordination with stakeholders, supervise scheduling team, implement automation solutions, and drive continuous improvement initiatives in scheduling processes.
4-5 years of relevant work experience.
Proficiency in Workforce Management software, specifically IEX and Alvaria WFM tools (experience with Alvaria preferred).
Graduation degree required.
Willingness to work in a 24x7 shift environment.
Experience in contact centre workforce management with exposure to leave management systems and scheduling automation.
Ability to handle multiple projects, simplify complex operations, and make timely decisions in ambiguous situations.
Experience or capability to lead and motivate a scheduling team in a fast-paced environment.