At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.
Main Responsibilities
WF Real-Time & Planning Support
● Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat,
Voice, Email and Backoffice.
● Intraday Adjustments: Execute & Ramping & strategies (adding or reducing capacity)
based on unexpected volume spikes in coordination with internal and external
vendors.
● Schedule Adherence: Monitor agent behavior in real-time, ensuring breaks, lunches,
and shift starts are followed to maintain coverage.
● Skill/Queues Management: Implement emergency filters and skill-set swaps (e.g.,
routing agents to the Emergency & as directed by the WFM Manager.
● Transport Coordination (Bangalore Hub): Coordinate with the transport desk to
ensure agent Cab schedules align with real-time shift changes, ensuring safe and
punctual arrivals/departures.
WFM Solutions & Technical Administration
● System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g.,
Calabrio). Manage the backend setup of activity types, agent profiles, and
organizational structures.
● Process Optimization: Design and implement new workflows within the WFM tool to
automate manual tracking and improve data accuracy.
● Troubleshooting: Identify and resolve technical glitches between the WFM tool and
the ACD (Automated Call Distributor) to ensure real-time data flow.
Candidate Profile
● Experience: 3+ years of experience in WFM roles, with a strong background in Call
Center Operations.
● Tool Expertise: Proven experience as a System Administrator for WFM software
(Setup and Configuration).
● Technical Skills: * Advanced Excel (Erlang A/C modeling, complex formulas).
● Familiarity with Routing Logic and IVR structures.
● Analytical Mindset: Ability to translate complex data sets into actionable operational
decisions under pressure.
● Bangalore Logistics: Experience managing transport/cab coordination for large teams
in the Bangalore market.
lastminute.com is the European Travel-Tech leader in Dynamic Holiday Packages. Our mission is to simplify, personalise, and enhance customers' travel experience by leveraging our technology. Thanks to the iconic brand lastminute.com and a rich portfolio of vertical brands, we meet the most diverse needs of travellers across the entire holiday experience. As one of the few fully licensed European tour operators, we offer unlimited real-time travel combinations thanks to our proprietary Dynamic Holiday Packaging engine, providing additional customer protection and exclusive deals. lastminute.com N.V. is a publicly traded company listed under the ticker symbol, LMN on the SIX Swiss Exchange.
