Job Description
Job Title :
Workforce Management (WFM)
Qualification :
Any Graduate and Above
Relevant Experience :
2 – 5 Years
Must Have Skills :
1.Technical Skills: Proficiency in Real-Time Adherence tools (NICE IEX, Verint, Genesys WFM, Aspect, or equivalent)
2.Strong MS Excel skills (e.g., pivot tables, v-lookup, basic formulas)
3.Understanding of contact center KPIs (SL, AHT, Occupancy, Adherence, Shrinkage)
4.Analytical & Problem Solving: Ability to analyze real-time data and make decisions quickly
5.Strong attention to detail with high accuracy
6.Communication: Excellent verbal and written communication skills
7.Ability to escalate and communicate with multiple stakeholders in a high-pressure environment
8.Time Management: Ability to prioritize and manage multiple real-time tasks simultaneously
Good Have Skills :
Experience in Workforce Management, specifically in Capacity Planning and Forecasting
Roles and Responsibilities :
1.Monitor Real-Time Adherence (RTA): Track agent schedule adherence and actual activities against schedules using WFM tools.
2.Real-Time Service Level Management: Proactively monitor queues and real-time performance metrics to ensure service levels, ASA (Average Speed of Answer), and occupancy targets are met.
3.Communication & Escalation: Notify operations leadership and team leads of deviations from schedules, call spikes, shrinkage issues, or agent non-adherence.
4.Exception Management: Process real-time exception requests (e.g., breaks, early log-offs, emergencies) and update WFM systems accordingly.
5.Intra-day Reporting: Generate and distribute real-time and intra-day performance reports, highlighting key metrics and gaps.
6.System & Tool Utilization: Use WFM tools (e.g., NICE, Verint, IEX, Aspect, Genesys, Calabrio) to manage agent adherence and system alerts.
7.Collaboration with Forecasting & Scheduling Teams: Work closely with other WFM units to provide feedback on trends, unexpected volume, and agent availability.
8.Post-Incident Analysis: Assist in root cause analysis of service level breaches or adherence issues and document findings for process improvement.
Location :
Bangalore
CTC Range :
7-8
LPA
Notice Period :
30 Days
Mode of Interview :
Virtual
Shift Timing :
Night Shift
Mode of Work :
Work From office
