workforce planner

RATP Dev

<div><h2 class="jobSectionHeader"><b>Scheduling Engineer</b></h2>
<div><ul><li><div>Fixed-term contract</div>
</li>
<li><div>Full-time</div>
</li>
<li><div>At least 2 years of experience (Junior level)</div>
</li>
<li><div>Bachelor degree</div>
</li>
<li><div>Engineer</div></li></ul></div></div>
<br><div><div><div><div><h2 class="jobSectionHeader"><b>Mission
</b></h2><p></p><div><p><b>JOB PURPOSE:</b></p><p>
The Scheduling &amp; Planning Engineer is responsible for developing, coordinating, and optimizing staff scheduling, resource planning, and maintenance work allocation across depots and stations. The role ensures effective workforce utilization, material availability, and alignment of maintenance activities with operational requirements.</p><p>
The position supports operational reliability and cost efficiency through structured planning, performance monitoring, and data-driven decision-making. It also contributes to project monitoring, dashboard reporting, and continuous improvement initiatives while ensuring accurate documentation and closure of maintenance work orders within the CMMS (IBM Maximo).</p></div></div><p></p><div><br>
<h2 class="jobSectionHeader"><b>Profile
</b></h2><p></p><div><p><b>RESPONSIBILITIES/DUTIES</b></p><p><b>
Scheduling &amp; Workforce Planning</b></p><ul><li> Develop and maintain short-, medium-, and long-term schedules for maintenance staff and contractors.</li><li> Balance operational requirements with workforce availability, leave plans, and training schedules.</li><li> Coordinate with maintenance and operations teams to align schedules with planned maintenance, inspections, and projects.</li><li> Ensure compliance with applicable working time regulations and company policies.</li></ul><p><b>
Rostering Management</b></p><ul><li> Design and maintain fair, transparent, and efficient staff rosters accounting for holidays, sickness, and operational coverage.</li><li> Monitor roster adherence and adjust schedules to address operational disruptions, absences, or emergency requirements.</li><li> Support the automation and optimization of rostering processes to improve accuracy and efficiency.</li><li> Maintain clear and auditable records of roster changes, approvals, and updates.</li></ul><p><b>
Resource Optimization &amp; Cost Control</b></p><ul><li> Monitor resource utilization and identify inefficiencies or capacity gaps.</li><li> Conduct cost analyses related to staffing models, overtime usage, and contractor deployment.</li><li> Propose cost optimization initiatives such as shift adjustments, workforce multi-skilling, or improved contractor allocation.</li><li> Provide financial impact assessments for scheduling decisions and support alignment with budget constraints.</li></ul><p><b>
Material Planning &amp; Work Allocation</b></p><ul><li> Forecast material requirements based on maintenance schedules, operational projects, and special activities.</li><li> Coordinate with procurement and stores teams to ensure the timely availability of spare parts and materials.</li><li> Align material planning with maintenance schedules to prevent delays and operational conflicts.</li><li> Monitor material consumption against planned usage and report inefficiencies or shortages.</li></ul><p>
Overtime Monitoring &amp; Reporting</p><ul><li> Monitor overtime levels across departments and identify trends.</li><li> Prepare periodic reports highlighting overtime drivers, operational impacts, and financial implications.</li><li> Collaborate with department leaders to reduce unnecessary overtime through improved workforce planning.</li><li> Integrate overtime monitoring into operational dashboards for enhanced transparency.</li></ul><p><b>
Data Visualization &amp; Dashboard Management</b></p><ul><li> Maintain and update operational dashboards to provide real-time insights into schedules, resource allocation, overtime, materials, and costs.</li><li> Ensure dashboards are accurate, user-friendly, and tailored to operational and management reporting needs.</li><li> Translate complex operational and financial data into clear visual reports to support decision-making.</li><li> Collaborate with IT and data teams to integrate dashboards with CMMS and scheduling platforms.</li></ul><p><b>
Cross-Functional Coordination</b></p><ul><li> Collaborate closely with Operations, HR, Procurement, Finance, and Safety teams to align scheduling activities with organizational priorities.</li><li> Facilitate coordination between engineering, logistics, and operational teams to optimize resource allocation.</li><li> Support planning for special operational events, public holidays, or major maintenance works by ensuring adequate staffing and material availability.</li><li> Provide data-driven insights to support strategic planning and operational decision-making.</li></ul><p><b>
Project Monitoring &amp; Planning Support</b></p><ul><li> Monitor maintenance and operational projects against approved schedules, milestones, and resource plans.</li><li> Track resource allocation and budget utilization throughout project execution.</li><li> Provide regular project progress reports highlighting risks, delays, or deviations.</li><li> Coordinate with project managers to adjust schedules, rosters, and material allocations as required.</li><li> Capture lessons learned from completed projects to enhance future planning practices.</li></ul><p><b>
Work Order Management (Maximo)</b></p><ul><li> Support the accurate closure of work orders within IBM Maximo by ensuring proper documentation of completed activities.</li><li> Coordinate with maintenance teams to confirm accurate recording of labor hours, materials used, and completion notes.</li><li> Monitor outstanding work orders and escalate delays where required.</li><li> Ensure compliance with audit and reporting standards through accurate CMMS records.</li><li> Provide guidance and training to staff on proper work order documentation procedures.</li></ul><p><b>
Continuous Improvement</b></p><ul><li> Develop and monitor KPIs related to scheduling efficiency, workforce utilization, overtime control, material planning, and work order closure.</li><li> Implement feedback mechanisms to improve scheduling practices and workforce satisfaction.</li><li> Promote digital tools and system enhancements for planning and scheduling processes.</li><li> Contribute to competency development frameworks and workforce planning initiatives.</li></ul><p><b>
Compliance &amp; Reporting</b></p><ul><li> Ensure scheduling, planning, and work management activities comply with safety, quality, and regulatory requirements.</li><li> Prepare periodic management reports on resource utilization, overtime trends, project progress, material efficiency, and work order performance.</li><li> Maintain clear documentation to support audits and performance reviews.</li></ul><p><b>
ESSENTIAL QUALIFICATIONS, KNOWLEDGE &amp; EXPERIENCE</b></p><p><b>
QUALIFICATIONS:</b></p><ul><li> Bachelor&rsquo;s degree in Engineering, Asset Management, or a related field.</li></ul><p><b>
KNOWLEDGE:</b></p><ul><li> Proficient in using CMMS (Maximo).</li><li> Solid general technical knowledge.</li><li> Strong written and verbal communication skills.</li><li> Experience in KPI development and performance reporting.</li><li> Knowledge of asset management principles.</li><li> Strong IT skills.</li><li> Proficiency in Microsoft Office applications.</li></ul><p><b>
EXPERIENCE:</b></p><ul><li> 3&ndash;5 years of experience in planning and scheduling.</li><li> Preferably with experience in a railway maintenance environment.</li><li> Exposure to working in a change management culture.</li></ul><p><b>
DESIRED BEHAVIORS &amp; EXPERIENCES</b></p><ul><li> <b>Safety-First Commitment:</b> Consistently prioritizes safety in all planning and scheduling activities, ensuring compliance with procedures and fostering a safety-conscious work environment.</li><li> <b>Attention to Detail:</b> Maintains accuracy and thoroughness in schedules, data entry, and reports to ensure reliable decision-making.</li><li> <b>Collaboration and Teamwork:</b> Works effectively with cross-functional teams, sharing information and aligning schedules to meet operational goals.</li><li> <b>Adaptability:</b> Responds positively to changes in priorities, processes, or operational requirements, maintaining productivity under pressure.</li><li> <b>Proactive Problem-Solving: </b>Anticipates potential delays or conflicts in schedules and takes timely actions to resolve them.</li><li> <b>Continuous Improvement Mindset: </b>Seeks opportunities to enhance planning processes, tools, and efficiency.</li></ul></div></div></div></div><br>
<p></p>
<div><div><div><h3 class="jobSectionHeader"><b>Location</b></h3>
<p></p><div><div><div><b>Location</b></div></div><b>
</b><div><b>Address</b></div><b>
</b></div><p>Cairo, Cairo, Egypt</p></div></div></div></div><div></div>

Scheduling Engineer

Tamkeen Technologies

<div>
 Tamkeen Technologies is looking for a detail-oriented and organized
 <strong>
  Workforce Management Assistant
 </strong>
 to join our team. In this role, you will be responsible for supporting the workforce management functions, including forecasting, scheduling, and capacity planning to ensure our customer service operations run smoothly and efficiently. You will work closely with the Workforce Management team to analyze data, track performance metrics, and assist in creating optimal schedules for staff to meet business needs. If you are passionate about data analysis and workforce optimization, we encourage you to apply!
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Assist in the development and maintenance of workforce forecasts based on historical data and projected trends
  </li>
  <li>
   Support the scheduling of staff to ensure adequate coverage for call volume and service level requirements
  </li>
  <li>
   Monitor real-time performance and provide insights into staffing needs and operational efficiency
  </li>
  <li>
   Help analyze data and prepare reports related to workforce performance metrics and service levels
  </li>
  <li>
   Collaborate with team leaders and management to address scheduling conflicts and optimize resources
  </li>
  <li>
   Maintain accurate records of employee schedules, attendance, and performance
  </li>
  <li>
   Assist in identifying trends and making recommendations for process improvements in workforce management
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Business Administration, Operations Management, or a related field
  </li>
  <li>
   1-2 years of experience in workforce management, scheduling, or a related analytical role
  </li>
  <li>
   Strong analytical and problem-solving skills, with attention to detail
  </li>
  <li>
   Proficient in Microsoft Excel and experience with workforce management software is a plus
  </li>
  <li>
   Excellent communication and interpersonal skills
  </li>
  <li>
   Ability to work collaboratively with cross-functional teams
  </li>
  <li>
   Strong organizational skills and the ability to manage multiple tasks simultaneously
  </li>
 </ul>
</div>


Workforce Management Assistant

JD.COM

<div>
 <p>
  <strong>
   Job Summary
  </strong>
 </p>
 <p>
  We are seeking a highly motivated and results-driven Workforce Manager to join our dynamic team at JD.com. You will serve as a critical link between HR and business units, responsible for designing and executing comprehensive workforce strategies to meet the dynamic talent needs of our diverse business lines. The ideal candidate is a strategic thinker with solid hands-on experience in recruitment, innovative employment models, and workforce management.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  &middot; Strategy &amp; Execution: Partner closely with business leaders and HR Business Partners to understand business objectives, and develop/implement annual/quarterly workforce plans aligned with business rhythms.
 </p>
 <p>
  &middot; End-to-End Recruitment: Manage the full-cycle recruitment process, including requisition analysis, job posting, candidate sourcing, interview coordination, and offer management, ensuring timely fulfillment of critical positions.
 </p>
 <p>
  &middot; Employment Model Innovation: Explore and manage diverse employment models (e.g., outsourcing, contracting, part-time, interns) to optimize workforce structure, enhance organizational agility, and control labor costs &amp; risks.
 </p>
 <p>
  &middot; Vendor Management: Oversee the selection, partnership, relationship management, and performance evaluation of recruitment and HR service vendors (e.g., headhunters, RPO, outsourcing firms).
 </p>
 <p>
  &middot; Data Analysis &amp; Insight: Establish a recruitment data tracking system. Regularly analyze key metrics (channel effectiveness, time-to-fill, productivity, etc.) to drive data-informed decisions and continuously improve recruitment quality and efficiency.
 </p>
 <p>
  &middot; Employer Branding: Actively participate in employer branding initiatives to enhance JD.com's attractiveness in the target talent market.
 </p>
 <p>
  &middot; Compliance &amp; Risk Control: Ensure all employment activities strictly comply with national labor laws, regulations, and internal company policies, effectively managing employment-related risks.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  &middot; Education &amp; Experience: Bachelor's degree or above in Human Resources, Business Administration, or a related field. Minimum of 5 years of relevant HR experience, with at least 3 years specializing in recruitment or workforce management within the internet, e-commerce, or large tech industry.
 </p>
 <p>
  &middot; Professional Knowledge: In-depth knowledge of Chinese labor law and relevant employment regulations. Profound understanding and practical experience with various employment models (FTE, dispatch, outsourcing, etc.).
 </p>
 <p>
  &middot; Skills &amp; Competencies:
 </p>
 <p>
  &middot; Excellent Communication &amp; Influence: Outstanding cross-functional communication and coordination skills, with the ability to effectively influence business stakeholders.
 </p>
 <p>
  &middot; Strong Analytical Skills: Proficiency in using HRIS systems (e.g., SAP, PeopleSoft) and MS Office. Ability to identify issues and propose solutions through data analysis.
 </p>
 <p>
  &middot; Result-Oriented: Ability to manage multiple priorities in a fast-paced, high-pressure environment while ensuring quality delivery.
 </p>
 <p>
  &middot; Strategic Mindset &amp; Execution: Ability to translate business strategy into actionable workforce plans and drive implementation.
 </p>
 <p>
  &middot; Superior Problem-Solving: Sharp risk awareness and excellent conflict resolution skills.
 </p>
 <p>
  &middot; Language: Fluent in Mandarin. Strong written and verbal English skills are a plus.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   We Offer
  </strong>
 </p>
 <p>
  &middot; A competitive salary, benefits package, and performance-based bonus.
 </p>
 <p>
  &middot; The opportunity to work on core business initiatives within a leading e-commerce platform.
 </p>
 <p>
  &middot; An open, inclusive, and fast-growing work environment and culture.
 </p>
 <p>
  &middot; A clear career development path and comprehensive training programs.
 </p>
</div>


Workforce &  RPO Vender HR Manager

Aggreko

<div><p>Bring your energy to Aggreko as <b>Workforce Scheduler </b>based in<b> New Orleans, LA. </b>You&rsquo;ll help us optimize technician resources to meet business priorities and achieve excellence in service delivery<b>.</b></p><p></p><p>
Power without pause. Heating, cooling and oil-free air without end. We keep our customers&rsquo; worlds on. From world-class events that last a few weeks to mining operations and remote communities who rely on us for decades.</p><p><br>
</p><p><b>What you&rsquo;ll do as Workforce Scheduler:</b></p><ul><li>
Schedule and manage technician shop and field activities, including commissioning, decommissioning, breakdowns, preventative maintenance, and service center maintenance</li><li>
Develop technician schedules in consultation with the Service Center Manager and Team Lead</li><li>
Use systems and technologies to plan, coordinate, and dispatch technicians efficiently based on work type, location, skill set, and job status</li><li>
Optimize technician resources to meet business priorities and achieve set KPIs for productivity</li><li>
Identify opportunities for additional charges based on services provided and liaise with customer service and sales to agree on cost variations and charges</li><li>
Ensure adherence to customer-specific safety requirements, including inductions and certifications, when dispatching technicians</li></ul><p></p><p><b>
You are:</b></p><ul><li>
Associate degree or higher in related field and/or relevant experience, specialized diploma, or vocational training</li><li>
Experience in the definition of labor requirements, including skills sets required and quantification of time for all workshop related activities</li><li>
Ability to prioritize and respond with the appropriate sense of urgency</li><li>
Experience in operations or the rental industry</li><li>
Excellent ability to operate under minimal supervision
</li><li>Power user of Microsoft PowerPoint, Excel, Work, Teams, and other software programs</li></ul><p></p><p><b>
Here&rsquo;s what you&rsquo;ll get:</b></p><ul><li>
Competitive salary</li><li>
Annual bonus program tied to company and individual performance</li><li>
No premium cost medical plan option available</li><li>
Company provided Life Insurance, Short-Term and Long-Term Disability</li><li>
Career growth opportunities and tuition reimbursement</li><li>
Safety-focused culture</li></ul><p></p><p>
Our people are can-do, positive, resilient and persistent. If that feels like you, apply now and build your career with the people bringing energy to the world.</p><p></p><p>
#LI-AN1</p><p></p><p><b>
Equal employment opportunity</b></p><p></p><p>
We welcome people from different backgrounds and cultures, and respect people&rsquo;s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that&rsquo;s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.</p><p></p><p>
We are an equal opportunity employer. If you apply for a role at Aggreko, we will consider your application based on your qualifications and experience, and not on your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.</p></div>

Workforce Scheduler

Somatus

<div>Overview:<p></p><div><br>
As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.</div><div><br>
</div><div>It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?</div><div></div><div><b><br>
Showing Up Somatus Strong</b></div><div>
We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:</div><ul><li><b>
Authenticity: </b>We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.</li><li><b>
Collaboration: </b>We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.</li><li><b>
Empowerment: </b>We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients&rsquo; lives or our partners&rsquo; best interests.</li><li><b>
Innovation: </b>We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.</li><li><b>
Tenacity: </b>We see challenges as opportunities for growth and improvement &mdash; especially when new solutions will make a difference for our patients and partners.</li></ul><div></div><div><b><br>
Showing Up for You</b></div><div>
We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:</div><ul><li>
Subsidized, personal healthcare coverage (medical, dental vision)
</li><li>Professional Development, CEU, and Tuition Reimbursement</li><li>
Curated Wellness Benefits supporting teammates physical and mental well-being</li><li>
Community engagement opportunities
</li><li>And more!</li></ul><div></div><div><br>
The Operations Analyst, Workforce Management &amp; Planning (&ldquo;WFM Analyst&rdquo;) will contribute to a culture of continual operational monitoring, evaluation, and action. The role will report to the Sr. Manager, Operations Planning, Performance, &amp; Workforce Management. The WFM Analyst will support various operational priorities to drive improvements to financial targets, client-facing goals, and operational efficiency metrics.</div><br>
<div></div>
Responsibilities:<div></div><div><br>
<ul><li>
Maintain capacity projections and staffing/caseload model</li><li>
Ensure accuracy of staffing reports</li><li>
Monitor operational KPIs (e.g., enrollment, show rates, appointment booking windows, enrolled case churn, touched cases and outreach per hour) to identify potential issues and propose solutions to improve trendsSupport operations performance monitoring processes</li><li>
Develop reports for operational standup meetings</li><li>
Review/monitor various reports; share output with relevant stakeholders and raise any data/output concerns with relevant partners</li><li>
Support operational process changes</li></ul></div><div><i>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></div>
Qualifications:
<div>
Required</div><div><ul><li><div>
Associate&rsquo;s Degree or Bachelor&rsquo;s Degree</div></li><li><div>
3+ years experience working in complex business requiring collaboration with teammates from various functional areas</div></li><li><div>
3+ years experience of analyzing operational or financial data</div></li><li><div>
3+ years experience making recommendations based on data and supporting implementation</div></li><li><div>
Intermediate proficiency with Microsoft Excel</div></li><li><div>
Highly organized and attentive to detail</div></li></ul></div><div>
Preferred</div><ul><li><div>
Experience working in the healthcare industry</div></li></ul>
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. https://somatus.com/careers/</div>

Operations Analyst, Workforce Management & Planning

Qualfon

<div>Overview:
<div>
This position will <b>require</b> onsite presence at our facility in Casselberry.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Schedule Generation and staffing analysis</b></div><br>
<div></div><ul><li>
Uses workforce management software and call volume history to help manage intra-day staffing levels.</li><li>
Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.</li><li>
Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal<br>
variance in associate occupancy (workload) rate.</li><li>
Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.</li></ul><p></p><p><b><br>
Facilitates Staffing Calls</b></p><br>
<p></p><ul><li>
Prepares intraday staffing call analysis report</li><li>
Proposes schedule changes to address staffing needs</li><li>
Addresses and provides possible solutions to any concerns and requests by Operations Partners.</li><li>
Ensures minutes of the call is sent out to all participants.</li></ul><div></div><div><b><br>
Schedule Management</b></div><br>
<div></div><ul><li>
Publishes schedules from the finalized shift bids</li><li>
Updates all valid schedule requests</li><li>
Ensures all agents have correct number of hours and rest days</li><li>
Sends out notification to email concerns of the initial and finalized schedules.</li><li>
Creates report/tracker of any late approved and requests for documentation</li><li>
Creates monthly shift bids and distributes to Operations</li><li>
Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.</li></ul><div></div><div><b><br>
Workforce Scheduling Tool Utilization and Maintenance</b></div><br>
<div></div><ul><li>
Ensures all schedules are run through the scheduling tool<br>
Creates intraday analysis and simulations on the schedules plotted on the tool</li><li>
Updates schedules to ensure proper staffing</li><li>
Ensures that Workforce scheduling data is aligned in published schedules on all media.</li></ul><p></p><p><b><br>
Trend Analysis</b></p><br>
<p></p><ul><li>
Uses workforce management software and call volume history to help manage intra-day staffing levels.</li><li>
Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals.</li><li>
Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.</li></ul><p></p><p><b><br>
Manage Agent Leaves</b></p><ul><li>
Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers.</li><li>
Coordinates and projects shrinkage expectations</li><li>
Identifies correct VL allocation per group</li><li>
Sends out list of VL approval to operations team</li></ul><div></div><div><b><br>
Avaya Skill Set Audit</b></div><ul><li>
Audits skill sets for all agents that access CMS</li><li>
Ensures correct skill set sand priorities are assigned to all agents</li><li>
Makes discrepancy report on skill set</li><li>
Requests correction to CMS Admin</li><li>
Assists Real-time team on skilling concerns</li><li>
Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified Research, recommend, and assist with the implementation of call center technology.</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement</li><li>
Minimum of 1 year experience in WFM Scheduling or any WFM facer within call center operations</li><li>
Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)</li></ul></div>

Onsite Call Center Scheduler (Workforce Management)

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Job Title*</div><br>
<div><br>
</div><div>Sprinklr WFM Implementation Specialist (AI Contact Center)</div><br>
<div><br>
</div><div>Job ID</div><br>
<div><br>
</div><div>Experience working on WFM modules within CCaaS platforms (e.g., Sprinklr WFM, NICE WFM or similar)
</div><div>Strong understanding of contact center metrics, forecasting models, and scheduling logic
</div><div>Prior implementation or managed services exposure in WFM programs</div><br>
<div><br>
</div><div>Coding*</div><br>
<div><br>
</div><div>No</div><br>
<div><br>
</div><div>Experience Level*</div><br>
<div><br>
</div><div>Min</div><br>
<div><br>
</div><div>Min*</div><br>
<div><br>
</div><div>4 yrs</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Max*</div><br>
<div><br>
</div><div>6 yrs</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Location*</div><br>
<div><br>
</div><div>Pan India</div><br>
<div><br>
</div><div>Work Type*</div><br>
<div><br>
</div><div>Full-time</div><br>
<div></div>
<div><br>
</div><div></div><br>
<div>Section II - Job Evaluation Topics and Weight (Questions and evaluation are based on below)</div><br>
<div><br>
</div><div>Topic of Evaluation / Skills*</div><br>
<div><br>
</div><div>Mandatory / Non-mandatory</div><br>
<div><br>
</div><div>Percentage*</div><br>
<div><br>
</div><div>(Skills / Topics should sum up to 100%)</div><br>
<div><br>
</div><div>(Enter only multiples of 5)</div><br>
<div><br>
</div><div>Solution Design &amp; Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).</div><br>
<div><br>
</div><div>Mandatory</div><br>
<div><br>
</div><div>25</div><br>
<div><br>
</div><div>Forecasting &amp; Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.</div><br>
<div><br>
</div><div>Capacity &amp; Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.</div><br>
<div><br>
</div><div>SLA &amp; Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.</div><br>
<div><br>
</div><div>Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<br>
<div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<br>
<div>Mandatory</div><br>
<div><br>
</div><div>40</div><br>
<div><br>
</div><div>Platform Expertise: Proven experience implementing WFM modules within major CCaaS platforms such as Genesys Cloud, Sprinklr, or NICE IEX.</div><br>
<div><br>
</div><div>WFM Logic: Strong foundational knowledge of forecasting models (Erlang-C, AI-based simulations), scheduling logic , and intraday management.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>20</div><br>
<div><br>
</div><div>Contact Center Operations: Deep understanding of contact center metrics and how they impact business outcomes.</div><br>
<div><br>
</div><div>Managed Services: Prior experience in WFM program implementation or managed services is highly preferred.</div><br>
<div><br>
</div><div>Analytical Skillset: Ability to translate raw data into strategic staffing recommendations.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>20</div><br>
<div></div>
<div><br>
</div><div></div><br>
<br>
<div>Section III - Job Requirements and Responsibilities</div><br>
<div><br>
</div><div>Section</div><br>
<div><br>
</div><div>Details / Example Content</div><br>
<div><br>
</div><div>Job Requirements*</div><br>
<div><br>
</div><div>We are seeking a highly skilled Workforce Management (WFM) Specialist to lead the solution design, configuration, and deployment of our AI-driven contact center operations. This role is pivotal in aligning cutting-edge CCaaS technology (like Genesys Cloud or Sprinklr) with our operational goals to ensure superior service level agreements (SLAs) and resource efficiency.</div><br>
<div><br>
</div><div>Key Responsibilities*</div><br>
<div><br>
</div><div>Key Responsibilities:</div><br>
<div><br>
</div><div>Solution Design &amp; Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).</div><br>
<div><br>
</div><div>Forecasting &amp; Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.</div><br>
<div><br>
</div><div>Capacity &amp; Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.</div><br>
<div><br>
</div><div>SLA &amp; Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.</div><br>
<div><br>
</div><div>Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.</div><br>
<div></div>
<div>
</div></div></div></div><div></div><br>
<div><div><div><b>Location</b></div>
<div>Hyderabad</div>
</div><div><div><b>Job Function</b></div>
<div>IT INFRASTRUCTURE SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Analyst</div>
</div><div><div><b>Job Id</b></div>
<div>406995</div>
</div><div><div><b>Desired Skills</b></div>
<div>SAP HR : Workforce Management</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF ENGINEERING</div></div></div><div></div>

Sprinklr Work Force Management

Search 5180+ Workforce planner jobs near you this April. New roles added regularly across leading industries. Apply today.