Workforce Management

Job Title : Workforce Management (WFM) Qualification : Any Graduate and Above Relevant Experience : 2 – 5 Years Must Have Skills : 1.Technical Skills: Proficiency in Real-Time Adherence tools (NICE IEX, Verint, Genesys WFM, Aspect, or equivalent) 2.Strong MS Excel skills (e.g., pivot tables, v-lookup, basic formulas) 3.Understanding of contact center KPIs (SL, AHT, Occupancy, Adherence, Shrinkage) 4.Analytical & Problem Solving: Ability to analyze real-time data and make decisions quickly 5.Strong attention to detail with high accuracy 6.Communication: Excellent verbal and written communication skills 7.Ability to escalate and communicate with multiple stakeholders in a high-pressure environment 8.Time Management: Ability to prioritize and manage multiple real-time tasks simultaneously Good Have Skills : Experience in Workforce Management, specifically in Capacity Planning and Forecasting Roles and Responsibilities : 1.Monitor Real-Time Adherence (RTA): Track agent schedule adherence and actual activities against schedules using WFM tools. 2.Real-Time Service Level Management: Proactively monitor queues and real-time performance metrics to ensure service levels, ASA (Average Speed of Answer), and occupancy targets are met. 3.Communication & Escalation: Notify operations leadership and team leads of deviations from schedules, call spikes, shrinkage issues, or agent non-adherence. 4.Exception Management: Process real-time exception requests (e.g., breaks, early log-offs, emergencies) and update WFM systems accordingly. 5.Intra-day Reporting: Generate and distribute real-time and intra-day performance reports, highlighting key metrics and gaps. 6.System & Tool Utilization: Use WFM tools (e.g., NICE, Verint, IEX, Aspect, Genesys, Calabrio) to manage agent adherence and system alerts. 7.Collaboration with Forecasting & Scheduling Teams: Work closely with other WFM units to provide feedback on trends, unexpected volume, and agent availability. 8.Post-Incident Analysis: Assist in root cause analysis of service level breaches or adherence issues and document findings for process improvement. Location : Pune and Mumbai CTC Range : 7-8 LPA Notice Period : 30 Days Mode of Interview : Virtual Shift Timing : Night Shift Mode of Work : Work From office