Real-Time Workforce Management Specialist

12 hours ago

Mumbai Mumbai City Navi Mumbai, India beBeeWorkforceManagement Full time ₹ 1,04,000 - ₹ 1,30,878

Workforce Management Real-Time Analysts are sought to manage and monitor the real-time operational performance of contact centers.

This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. The analysts will work closely with CS Managers, Supervisors, and contact center agents to balance workloads and maintain service standards.

The responsibilities include:

  • Monitoring real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day.
  • Managing staffing levels and schedules in real-time to meet service level targets and operational goals.
  • Quickly responding to and managing unplanned events, such as system outages, high call volumes, and staffing shortages.
  • Communicating and coordinating directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation and to address any operational issues.
  • Using WFM software and tools to manage real-time operations and make data-driven decisions.

Requirements

  • A bachelors degree in computer science, business, operations management, or a related field is preferred.
  • Minimum two years of experience in a workforce management or call center operations role.
  • Proficiency in WFM software (such as NICE, RingCentral or Aspect) and a strong knowledge of Microsoft Office, especially Excel and PowerPoint.
  • Strong analytical and problem-solving skills with the ability to interpret and act on data quickly.
  • Excellent verbal and written communication skills with fluency in English.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Strong interpersonal skills and the ability to work effectively in a team-oriented environment.
  • High level of accuracy and attention to detail.

Benefits and Perks

  • Competitive salary package.
  • Performance-based annual bonus (cash and stocks).
  • Group Medical & Life Insurance.
  • Modern offices with free amenities & fully stocked cafeterias.
  • Monthly food card & company-paid snacks.
  • Hardship/shift allowance with company-provided pickup & drop facility.
  • Attractive employee referral bonus.
  • Frequent company-sponsored team-building events and outings.

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