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Workforce Management
1 month ago
Join our Mumbai team as a Workforce Management (WFM) Specialist Ensure we have the right staff at the right time to meet our goals. If you excel in monitoring workforce performance, predicting staffing needs, scheduling, reporting and continuous improvement, we want you
JOB LOCATION: MUMBAI, INDIA KEY RESPONSIBILITIES-
The Workforce Management (WFM) Specialist is responsible for ensuring that the correct number of staff with the right skills are available at the right time to meet organizational goals
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This role involves forecasting demand, scheduling, real-time monitoring, and reporting to optimize workforce productivity and efficiency
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Monitor workforce performance in real-time to ensure adherence to schedules and manage any deviations
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Analyze historical data and trends to forecast staffing needs and requirements
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Develop and maintain forecasting models to predict call volumes, customer interactions, and other relevant metrics
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Generate and analyze reports on workforce performance, attendance, and adherence to schedules
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Continuously evaluate and improve WFM processes and practices
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Serve as a point of contact for all WFM-related inquiries and issues.
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Excellent communication and people skills
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Available to work at office in US Shift (06:30 PM to 03:30 AM IST)
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Knowledge of labor laws and regulations pertaining to workforce management
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Strong analytical skills with proficiency in forecasting and scheduling software (e.g., NICE, Verint, or similar).
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Minimum four years of work experience in a call center or customer service environment
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Proven experience of a minimum of five years in workforce management or a related role is desired
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Any bachelor's degree with relevant certifications (e.g., CWFM, CCFP) is preferred
