Scheduler is responsible for managing and optimizing the scheduling of call center agents to ensure adequate coverage and efficiency. This role involves creating and maintaining work schedules, monitoring call volume trends, and adjusting schedules as needed to meet operational demands.

• 3+ years of WFM Experience with RTA and Scheduling.

• Resource Planning experience is preferred.

• A working knowledge of WFM tools for scheduling, such as IEX and Verint is a must. Other WFM tool knowledge is an added advantage.

• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.

• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.

• Clear communication skills to manage client and stakeholder conversations.

• Team player as well as a skilled individual contributor.

• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.

• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.

• Full-Time (Onsite)
• 10PM - 7AM (PHT)