Workforce Scheduler
📍 Hyderabad | 🏢 Hybrid – 3 Days/Week in Office
About the Role
The Workforce Scheduler supports intraday workforce management for a multi-site, omnichannel Technical Support operation. In this role, you will monitor real-time activity, manage schedule adherence, and support staffing adjustments to help meet utilization, service level, and productivity targets. If you're detail-oriented, data-savvy, and thrive in a fast-paced operations environment, this role is for you.
- Workforce Management (WFM) Tools / Scheduling Software (e.g., NICE, Verint, Genesys or Equivalent)
- Microsoft Excel (Advanced)
- Real-Time Adherence & Reporting Platforms
Your Role Responsibilities — Here's What You'll Do
- Monitor real-time agent activity and intraday performance across regions; support intraday schedule adjustments based on volume patterns, meetings, and off-queue activities.
- Assist with processing PTO, UTO, and schedule change requests using multiple systems; track and report adherence, attendance, overtime, on-call hours, and break/lunch compliance.
- Provide objective adherence and attendance data to Technical Support leadership; contribute data to daily, weekly, and monthly Workforce Management reports.
- Identify and communicate short-term scheduling risks and opportunities; provide observations and recommendations for schedule optimizations.
- Partner with Workforce Analysts and Operations leaders to support staffing decisions and ensure utilization, service level, and productivity targets are met.
- Perform additional scheduling and reporting tasks as assigned while complying with all corporate and departmental privacy and data security policies and practices.
Role Essentials — What You Bring
- Bachelor's degree or equivalent experience, with 2+ years of workforce management or contact center experience, preferably in a Technical Support environment.
- Working knowledge of real-time adherence and service level concepts, with experience using WFM tools or scheduling software preferred.
- Strong Excel skills with the ability to analyze labor and volume data and summarize findings into clear, actionable insights.
- Strong attention to detail and data accuracy, with effective written and verbal communication skills and strong organizational and time-management skills.
- Ability to work independently and collaboratively in a team environment, with the ability to quickly learn new systems, processes, and tools, and handle sensitive information with discretion.
What We'd Like to See — Preferred Skills
- Hands-on experience with enterprise WFM platforms (e.g., NICE, Verint, Genesys, or equivalent) in a multi-site, omnichannel contact center environment.
- Experience supporting intraday operations for a global or regionally distributed technical support team, with an understanding of cross-regional scheduling nuances.
- Demonstrated ability to identify short-term scheduling risks and proactively communicate recommendations to leadership and operations partners.
- Strong data analysis skills with experience contributing to daily, weekly, and monthly workforce management reporting across a high-volume support operation.
- Comfortable operating in a fast-paced, deadline-driven environment with a proven ability to manage multiple competing priorities with accuracy and efficiency.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.
Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit .
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About Hyland Life
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading . Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we've grown to a company of nearly 4,000 strong, we have the opportunity to . We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
