Scheduling Specialist

IKEA

Hyderabad, State of Telangāna

2d ago

What you'll need to have

1. Strong Knowledge of Excel ( Running time-series models, Forecast, FTE calculation, Pivot, Data Validation)

2. Expertise in forecasting models - Time-Series, Weighted Average, Moving Average and Regression Models

3. Volume Demand and Supply HC projections to create capacity / staffing plan for hiring and scheduling

4. Month on Month and Quarterly Forecast of Contractual Assumptions i.e. Attrition, Shrinkage etc

5. Quantitative Aptitude for extensive numerical analysis

6. Advanced Data modelling and predictive analysis to anticipate HC and Volume demands

7. Presentation skills to submit Demand reports and drive consensus with leadership

8. Stakeholder management

9. Minimum 3 years of experience in a Scheduler, Intraday, Forecaster or Timekeeping role

10. Minimum 3 years of experience working within contact centre / customer service

11. Proven solid experience in working with workforce management software (Verint preferred)

12. Fluent in English

Your responsibilities

Define rules for scheduling and assign to individual co-workers to generate schedules for coming weeks using

specific algorithms in order to balance business and co-worker needs

Sense check and validate medium and long term capacity plans from group to adapt when relevant to local situation

Translate the weekly forecasts from the group Demand & Capacity (D&C) into interval patterns in order to reflect

customer demands

Validate the forecast from group D&C in order to increase business relevance and accuracy for the inhouse and

outsourced workload

Run scheduling process to match shifts with individual preferences in order to incorporate co-workers' needs where

possible

Integrate co-worker input in the scheduling process (e.g. availability, preferences, shift swapping) in order to ensure

optimal work / life balance on an individual level

Publish schedules to co-workers in order to create transparancy and common view

Perform pool management and schedule maintenance to address local short term needs

Define activities and timings within a shift, including tweaks and changes to shifts based on short term view of

demand, in order to keep the schedule relevant despite changes in demand / capacity

Manage major schedule changes required, connected to events, as e.g. town hall meeting with senior management,

in order to balance co-worker and business needs

Swap shifts between co-workers to keep the schedule up-to-date and provide flexibility when needed

Provide insights and feedback to group D&C team, coordinating with Scheduling & Intraday, to improve upstream

forecasting and planning process

Ensure close collaboration with the Intraday Specialist in order to secure continuous Intraday operations

Together as a team

At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment.

We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers : we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions.

We’re a bunch of people who are truly passionate about people!

Report this job

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.