Workforce Management Specialist

4 days ago


India beBeeWFM Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Summary

This role involves overseeing global workforce management systems to optimize operational efficiency and ensure seamless customer experience. As a Workforce Management Specialist, you will lead configuration and optimization of Enterprise Groups, Contact Types, Management Units, and integrated forecasting/scheduling processes.


Main Responsibilities:
  1. Manage and maintain data integrations including historical imports, real-time adapters, and system interface.
  2. Ensure accuracy and timeliness of all data flowing in/out of the system.
  3. Administer user access, security profiles, and permissions across WFM applications.
  4. Configure and maintain activity codes, skills, agent data groups, and time off management settings.
  5. Schedule bidding, trading, and change management processes.
Requirements:
  • At least 3 years experience administering NICE WFM or similar enterprise WFM systems.
  • Strong understanding of contact center operations and workforce management principles.
  • Proficiency in data analysis and problem solving.
  • Excellent project management and communication skills.


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