Job Title

Role and Responsibilities: ● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM) ● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes ● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments ● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance ● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing ● Drive automation and efficiency in scheduling through tool features, macros, or process improvements ● Support short-term and long-term capacity planning by sharing data-driven scheduling insights ● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices ● Create and present schedule performance dashboards and reports to WFM and business stakeholders Applicant’s Specifications & Qualification: ● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules ● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas) ● Excellent communication and team coordination skills ● Experience in handling multi-skill, multi-queue scheduling environments ● Strong analytical and decision-making abilities ● Flexible to work in rotational shifts and 24×7 operations ● Ability to handle pressure, meet strict deadlines, and drive a performance culture ● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred