Scheduling Specialist
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!

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