Workforce Management
5 days ago
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. Your Role in Our Mission 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. What We’re Looking For Strong analytical skills to interpret data and make informed decisions quicklyExcellent communication skills to collaborate with operations teams and escalate issues effectivelyAbility to work under pressure and make rapid adjustments in a fast-paced environmentProficiency in workforce management software and toolsUnderstanding of contact center operations and key performance metrics What You Should Expect in This Role Shift Timing: Night shift, 9 hours between 4:30 PM – 4:30 AM IST
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Workforce Management
1 week ago
Bengaluru, Karnataka, India Gainwell Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per yearSummaryIn Workforce Management (WFM), long-term forecasting role focused on new business using stakeholder provided or proxy data to predict staffing needs over extended periods, often considering seasonal trends, market changes, and business strategies.Your role in our missionAnalyzing historical data - Reviewing past sales trends, stakeholder behavior, and...
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Workforce Management
1 week ago
Bengaluru, Karnataka, India Gainwell Technologies Full time ₹ 2,50,000 - ₹ 7,50,000 per yearSummaryA 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...
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Workforce Management
7 days ago
Bengaluru, Karnataka, India Gravita Oasis Review Solutions Full time ₹ 4,00,000 - ₹ 12,00,000 per yearResponsibilities:* Conduct real-time analysis, forecast demand, roster staff* Collaborate with stakeholders on workforce planning & capacity management* Develop & implement WFM strategies, policies & proceduresHealth insuranceProvident fund
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Workforce Management
2 weeks ago
Bengaluru, Karnataka, India Gainwell Technologies LLC Full time ₹ 12,00,000 - ₹ 36,00,000 per yearWorkforce Management (Forecasting)Date – Location – Remote IndiaTiming - Shift Timings - US Time (9 hours shift between 7AM-7PM EST)Req ID A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule...
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Director Workforce Management
1 day ago
Bengaluru, India VDart Software Services Pvt. Ltd. Full timeJob Title: Director Workforce Management Location: Bangalore Department: Workforce Management Experience Required: 12 25 years in Workforce Management, preferably in BPO/Financial Services Job Summary: The Director of Workforce Management (WFM) will lead strategic planning, execution, and optimization of workforce operations across global service delivery...
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Workforce Management Lead
2 weeks ago
Bengaluru, Karnataka, India Gainwell Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per yearWorkforce ManagementA WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing...
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Senior Workforce Manager
1 week ago
Bengaluru, Karnataka, India IntouchCX Full time ₹ 12,00,000 - ₹ 24,00,000 per yearAbout the JobThe Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.As Senior Workforce Manager, You WillBe responsible for various functions including capacity planning, resource management, forecasting, and schedulingLead a team of individuals that...
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Workforce Management RTA
5 days ago
Bengaluru, India Gainwell Technologies Full timeWorkforce Management RTA 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...
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Workforce Management
2 weeks ago
Bengaluru, Hyderabad, Pune, India White Horse Manpower Consultancy Full time ₹ 9,00,000 - ₹ 12,00,000 per yearDevelop, implement, and maintain capacity planning and forecasting models.Analyze historical data and trends to predict future workforce requirements.Work with stakeholders to optimize staffing, scheduling, and workload distribution. Required Candidate profileUtilize WFM systems tools to generate reports and ensure alignment with business goalsEnsure...
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contingent workforce
4 weeks ago
Bengaluru, India Teamware Solutions Full timeJob Description We are seeking a detail-oriented and proactiveContingent Workforce Specialistto support the day-to-day operations of our Contingent Workforce Program. This role will work closely with internal teams, hiring managers, and our Managed Service Provider (MSP) to ensure smooth execution of contingent worker processes, resolve operational issues,...
