WFM Scheduler

2 days ago

Mumbai, Maharashtra, India Firstsource Full time ₹ 8,00,000 - ₹ 24,00,000 per year

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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