Professional 1, Workforce Management Job Details

3 days ago

Chennai, Tamil Nadu, India Gainwell Technologies Full time
Job Description

Professional 1, Workforce Management

Date: Oct 14, 2025

Location: Bangalore, KA, IN, Chennai, TN, IN, 600032

Req ID: 32196

Work Mode: Remote India

Summary

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Your Role in Our Mission
  • Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.
  • Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
  • Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
  • Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention.
  • Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
  • Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
  • Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
  • Escalation management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
  • System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.
What Were Looking For
  • Strong analytical skills to interpret data and make informed decisions quickly.
  • Excellent communication skills to collaborate with operations teams and escalate issues effectively.
  • Ability to work under pressure and make rapid adjustments in a fast-paced environment.
  • Proficiency in workforce management software and tools.
  • Understanding of contact center operations and key performance metrics.
What You Should Expect in This Role

Shift Timing: Night shift, 9 hours between 4:30 PM 4:30 AM IST

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