Workforce Management

3 weeks ago

India Gainwell Technologies Full time

Greetings from Gainwell Technologies Summary A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. Key skills : - Strong analytical skills to interpret data and make informed decisions quickly - Excellent communication skills to collaborate with operations teams and escalate issues effectively - Ability to work under pressure and make rapid adjustments in a fast-paced environment - Proficiency in workforce management software and tools - Understanding of contact center operations and key performance metrics Roles and Responsibilities: - Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues. - Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. - Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels. - Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention. - Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment. - Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies. - Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues. - Escalation management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages. - System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports. Shift Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)

  • Workforce Management Specialist

    6 days ago

    India InfoSpeed Services, Inc. Full time

    Hi All, We're hiring!! Functional consultant-Workforce Management with the below skills to one of our primary clients. Location: Remote Mandatory skills: Minimum 5+ years of exp need ENGINEERING LEAD – WORKFORCE MANAGEMENT Product manager-Workforce management Solution Architect-Workforce management FUNCTIONAL CONSULTANT – WORKFORCE MANAGEMENT - REPORTING...

  • Workforce Management Specialist

    7 days ago

    India InfoSpeed Services, Inc. Full time

    Hi All, We're hiring!! Functional consultant-Workforce Management with the below skills to one of our primary clients. Location: Remote Mandatory skills: Minimum 5+ years of exp need ENGINEERING LEAD – WORKFORCE MANAGEMENT Product manager-Workforce management Solution Architect-Workforce management FUNCTIONAL CONSULTANT – WORKFORCE MANAGEMENT - REPORTING...

  • Workforce Management Specialist

    7 days ago

    India InfoSpeed Services, Inc. Full time

    Hi All,We're hiring!! Functional consultant-Workforce Management with the below skills to one of our primary clients. Location: RemoteMandatory skills:Minimum 5+ years of exp needENGINEERING LEAD – WORKFORCE MANAGEMENTProduct manager-Workforce managementSolution Architect-Workforce managementFUNCTIONAL CONSULTANT – WORKFORCE MANAGEMENT -...

  • Workforce Manager

    2 weeks ago

    Gurugram, India TaskUs Full time

    Job Description About TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming,...

  • Remote - Workforce Management Analyst

    5 days ago

    India The Credit Pros Full time

    Join The Credit Pros for a 100 FULL-TIME REMOTE OPPORTUNITY Unlock Your Potential in the Thriving Credit Repair Industry Are you ready to take your career to new heights At The Credit Pros we believe that unique perspectives drive innovation and success We re seeking talented individuals who are passionate eager to learn and thrive on fresh challenges If you...

  • Workforce Management RTA

    3 weeks ago

    Bengaluru, India Gainwell Technologies Full time

    Job Description A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live...

  • Workforce Management Scheduler

    2 weeks ago

    Bengaluru, India Conduent Full time

    Job Description About The Role We are seeking a sharp and analytical Workforce Management Scheduler to join our team. This role is critical to ensuring optimal staffing and schedule alignment across operations, while maintaining compliance with labor policies and internal standards. Responsibilities: - Build and refine employee schedules using WFM tools such...

  • Workforce Engagement Management

    2 days ago

    India (Remote) Five9 Full time ₹ 80,00,000 - ₹ 1,20,00,000 per year

    Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...

  • Workforce Management-Assistant Manager/ Sr. Manager

    3 weeks ago

    Noida, India Coforge Full time

    Job Description Job Title: Assistant Manager/ Sr. Manager- Workforce Management Skills: Resource Deployment, Resource Allocation, Capacity Planning, Forecasting & Workforce Management Experience: 7-15 years Location: Greater Noida We at Coforge are hiring Workforce Management-Assistant Manager/ Sr. Manager with the following skillset: Strategic Resource...

  • Solutions Architect-Workforce management

    7 days ago

    India InfoSpeed Services, Inc. Full time

    Hi All,Hope you are doing great!!Role: Solution architect- Remote workforce management and dayforce experience needIf anyone interested, please share the resume