Scheduler

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

JOB DESCRIPTION:- Responsible for managing end-to-end Scheduling & Forecasting processes for any given client or account. Work on capacity planning levers, keeping in mind WFM KPIs & other factors(employee experience & cost-effectiveness)Coordinate with multiple stakeholders(Internal & external) to drive WFM metrics efficiently Creative thinking for cost-benefit & maximizing the profit. Put in creative thinking to drive various projects which help in revenue enhancements, cost reductions & process improvement. Decision-making in real-time & responsible for meeting all service deliverables. Able to work with minimum supervision. Do various analyses for internal and external reviews. Basic knowledge of all cross functions to understand the impact of each part on business.

EXPERIENCE:- The resource should be experienced in WFM function knowledge. Experience in capacity planning, Forecasting & Scheduling. Experience using the WFM tools like IEX, and Verint & hands-on working on Erlang C algorithm. Must have prior experience in managing teams. CRITICAL SKILLS:- Strong Analytical skills with an inclination toward numbers. Good Knowledge of statistics. Leverage existing technologies & innovate using scheduling and forecasting platforms. Good written & verbal communication skills. Knowledge of MS office applications & WFM tools(NICE or VERINT).To work with global teams to lead the delivery of all scheduling and forecasting requirements

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.