WFM Scheduler
4 days ago
About the job
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies
Position Summary
We are looking for a Workforce Management Analyst to join our team, responsible for Real-Time Management and Scheduling activities. The role requires strong analytical, planning, and problem-solving skills to optimize workforce efficiency while maintaining service levels and enhancing customer experience.
- Location- Mumbai
- Work from Office (Malad)
- Bachelor's degree in any field.
- Minimum of 35 years of relevant experience in WFM within a contact center environment.
Key Responsibilities
Real-Time Management (RTM):
- Monitor intraday performance across multiple queues and channels.
- Track schedule adherence, shrinkage, and real-time agent activities.
- Identify deviations and take corrective actions to minimize impact on SLAs.
- Communicate with operations teams on staffing gaps, skilling, and break management.
Scheduling:
- Develop, manage, and publish agent schedules aligned with forecasted volumes and staffing requirements.
- Maintain scheduling accuracy while balancing business needs and employee preferences.
- Analyze shift bids, rotations, and leave planning.
- Coordinate schedule adjustments for campaigns, training, and business priorities.
Reporting & Analysis:
- Generate daily/weekly/monthly WFM reports on performance, adherence, shrinkage, and utilization.
- Provide insights and recommendations to operations and leadership to improve efficiency.
- Support continuous improvement initiatives within WFM processes.
Required Skills & Qualifications
- Proven experience in Workforce Management, with a strong focus on Real-Time Management and Scheduling.
- Strong analytical and problem-solving skills.
- Proficiency in MS Excel and data analysis to drive insights and decision-making.
- Excellent communication and stakeholder management skills to ensure alignment with client objectives.
Good-to-Have Skills (Tools & Technologies):
- Exposure to WFM tools such as eWFM, Genesys.
- Knowledge of Power BI or other BI/reporting tools.
- Familiarity with multi-channel (voice, chat, email) contact center environments.
Education & Experience
- Graduate degree (any discipline).
- 3-5 years of relevant WFM experience in a contact center environment.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses
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