Executive/Senior Executive

7 days ago

Gurgaon, Haryana, India Global Assure Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: Workforce Management (WFM) Executive Customer Service OperationsLocation: Gurugram, Haryana Reports To: Manager – Customer Service Operations

Role Overview:

The WFM Executive will play a key role in ensuring smooth and efficient operations within the Customer Service team at Global Assure. This role involves forecasting, scheduling, and real-time workforce management to help deliver consistent, high-quality customer experiences while meeting SLA and TAT commitments.

Key Responsibilities:

  • Prepare and maintain staffing forecasts and schedules aligned with call volumes, peak hours, and business requirements.
  • Monitor real-time queue performance, agent occupancy, and service levels to ensure quick and effective customer handling.
  • Coordinate with Team Leaders, Quality, and Training to plan leaves, training slots, and breaks without impacting service delivery.
  • Track attendance, shrinkage, and productivity metrics, providing actionable insights for optimization.
  • Generate daily and weekly dashboards covering call volumes, adherence, SLA, and response time performance.
  • Support process improvements to enhance efficiency, reduce idle time, and improve turnaround performance.
  • Work closely with HR and Operations to align manpower planning, hiring needs, and shift scheduling.
  • Contribute to maintaining the company's promise of quick response and reliable service for every customer interaction.

Required Skills:

  • Strong analytical and coordination skills with attention to detail.
  • Proficiency in MS Excel / Google Sheets for report creation and scheduling.
  • Basic understanding of Contact Center metrics (AHT, SLA, Occupancy, Shrinkage, TAT).
  • Effective communication and stakeholder management skills.
  • Ability to multitask and make real-time operational decisions under pressure.Role & responsibilities

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