W | Workforce Management

7 hours ago


Yelahanka, Karnataka, India Black & White Full time ₹ 6,80,000 - ₹ 10,20,000 per year


Job Title :
Workforce Management (WFM)
Qualification :
Any Graduate and Above
Relevant Experience :
– 5 Years
Must Have Skills :
Technical Skills: Proficiency in Real-Time Adherence tools (NICE IEX, Verint, Genesys WFM, Aspect, or equivalent)
Strong MS Excel skills (e.g., pivot tables, v-lookup, basic formulas)
Understanding of contact center KPIs (SL, AHT, Occupancy, Adherence, Shrinkage)
Analytical & Problem Solving: Ability to analyze real-time data and make decisions quickly
Strong attention to detail with high accuracy
Communication: Excellent verbal and written communication skills
Ability to escalate and communicate with multiple stakeholders in a high-pressure environment
Time Management: Ability to prioritize and manage multiple real-time tasks simultaneously Good Have Skills :
Experience in Workforce Management, specifically in Capacity Planning and Forecasting
Roles and Responsibilities :
Monitor Real-Time Adherence (RTA): Track agent schedule adherence and actual activities against schedules using WFM tools.
Real-Time Service Level Management: Proactively monitor queues and real-time performance metrics to ensure service levels, ASA (Average Speed of Answer), and occupancy targets are met.
Communication & Escalation: Notify operations leadership and team leads of deviations from schedules, call spikes, shrinkage issues, or agent non-adherence.
Exception Management: Process real-time exception requests (e.g., breaks, early log-offs, emergencies) and update WFM systems accordingly.
Intra-day Reporting: Generate and distribute real-time and intra-day performance reports, highlighting key metrics and gaps.
System & Tool Utilization: Use WFM tools (e.g., NICE, Verint, IEX, Aspect, Genesys, Calabrio) to manage agent adherence and system alerts.
Collaboration with Forecasting & Scheduling Teams: Work closely with other WFM units to provide feedback on trends, unexpected volume, and agent availability.
Post-Incident Analysis: Assist in root cause analysis of service level breaches or adherence issues and document findings for process improvement Location :
Bangalore
CTC Range :
– 6.8 LPA (Lakhs Per Annum)
Notice Period :
Days
Mode of Interview :
Face To Face
Shift Timing :
Night Shift
Mode of Work :
Work From office

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