WFM Executive – BPO Operations

11 hours ago

Mohali, Punjab, India Ditinus Technology Private Ltd. Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are looking for a proactive and detail-oriented
Workforce Management (WFM) Executive
to join our BPO Operations team. The ideal candidate will have prior experience in
BPO workforce planning, scheduling, and real-time management
, with an added advantage for those who have handled
travel industry processes
.

You will play a key role in ensuring staffing optimization, schedule adherence, and performance alignment with client SLAs.

Key Responsibilities:

  • Monitor
    real-time queues
    and maintain optimal staffing levels across inbound, outbound, and chat processes.
  • Prepare and manage
    daily/weekly/monthly forecasts, rosters, and schedules
    based on volume and client demands.
  • Track
    attendance, schedule adherence, shrinkage, and productivity metrics
    for agents.
  • Collaborate with Operations, HR, and Quality teams for
    shift planning, leaves, and training coordination
    .
  • Analyze
    call volume trends, AHT, and SLA compliance
    , providing insights for process improvement.
  • Maintain accurate
    WFM dashboards, reports, and trackers
    for leadership review.
  • Identify potential staffing gaps or performance risks and take proactive corrective action.
  • Support strategic workforce planning and business continuity initiatives.

Requirements:

  • Minimum
    1 year of experience
    in
    Workforce Management / Real-Time Analyst / MIS
    roles within a
    BPO setup
    (mandatory).
  • Experience with
    Travel Industry processes
    (airline, ticketing, GDS, or related) will be a
    strong plus
    .
  • Proficient in
    Excel, Google Sheets, and WFM tools
    (e.g., Avaya CMS, NICE, Genesys, etc.).
  • Strong analytical, numerical, and problem-solving skills.
  • Excellent communication and coordination abilities.
  • Willingness to work in
    rotational shifts
    as per process requirements.
  • Bachelor's degree preferred.

Why Join Ditinus Technology:

  • Work with a growing international
    BPO and Travel Operations
    team.
  • Exposure to multi-industry processes and global clients.

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