Join our Customer Strategy & Design team as a Consultant specializing in Workforce Management (WFM) Scheduling. This role is based in Bengaluru and focuses on optimizing staff scheduling to meet dynamic business demands. You will play a crucial part in balancing service levels, compliance, and employee satisfaction.

As a key member of the team, you'll leverage demand forecasts to build efficient schedules, manage employee time-off, and address unexpected staffing needs. Your expertise will help ensure operational continuity and contribute to strategic WFM initiatives.

Develop and maintain interval-level shift schedules aligned with demand forecasts and staffing requirements. Effectively manage time-off requests, training schedules, and breaks to ensure continuous coverage. Address schedule adjustments for shift trades, sick leaves, and unforeseen staffing shortages. Ensure adherence to all relevant labor laws, union agreements, and company policies. Collaborate closely with operations teams and forecasters to analyze staffing trends and inform future planning. Provide analytical and strategic support to business stakeholders and WFM professionals. Deliver required project outcomes, document findings, and present results to management. Engage in planning, forecasting, and scheduling activities, proposing and implementing optimization strategies. Diagnose and resolve moderate to complex operational issues, acting as a Subject Matter Expert (SME). Communicate key performance metrics for staff and departments to leadership.

Proven experience in Workforce Management (WFM) and Command Center/Real-Time Monitoring environments. A minimum of 2 years in a dedicated Scheduler role. Familiarity with call center metrics for both voice and non-voice channels (chats, social media). Demonstrated ability to perform under pressure and multitask effectively in fast-paced settings. Possession of any bachelor’s degree. 3-5 years of practical WFM experience within a product or operations context. Proficiency with WFM tools such as Genesys, NICE, or similar platforms. Exceptional analytical skills, advanced MS Excel proficiency, and strong reporting capabilities. Ability to manage multiple priorities, meet deadlines, and maintain performance under critical conditions. Excellent communication and cross-team coordination skills.