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 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 youre detail-oriented data-savvy and thrive in a fast-paced operations environment this role is for you.

Technology Tools

• Workforce Management (WFM) Tools / Scheduling Software (e.g. NICE Verint Genesys or Equivalent)
• Microsoft Excel (Advanced)
• Real-Time Adherence & Reporting Platforms

Your Role Responsibilities Heres What Youll 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

• Bachelors 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 Wed 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 Hylands 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 Hylands platform and services please visit .

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About Hyland Life

#HylandLife

Since 1991 it has been Hylands mission to help our employees customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do whether its 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 weve grown to a company of nearly 4000 strong we have the opportunity to make a significant impact on our communities. 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.