Senior Workforce Management Specialist

3 days ago

Noida, Uttar Pradesh, India beBeeWorkforce Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Overview:

We are seeking a highly skilled professional to support the effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment.

Key Responsibilities:

  • Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX).
  • Coordinate shift bids, schedule changes, and time-off planning.
  • Monitor intraday performance and adjust staffing in real-time as needed.
  • Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms.
  • Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism.
  • Collaborate with supervisors and training teams to close performance gaps and improve customer experience.
  • Generate and distribute performance reports (adherence, occupancy, QA scores, service levels).
  • Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness.
  • Administer user profiles, roles, and access within WFM/QM systems.
  • Work with IT/Telecom teams for system updates, upgrades, and issue resolution.
  • Conduct testing and validation after system changes or configuration updates.
  • Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking.
  • Participate in cross-functional initiatives related to agent performance, training, and optimization.

Requirements:

  • Hands-on experience in Verint, Calabrio, or NICE platforms.
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration skills.

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