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| 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 : | Bangalore |
| CTC Range : | 7 -8 LPA |
| Notice Period : | 30 Days |
| Mode of Interview : | Virtual |
| Shift Timing : | Night Shift |
| Mode of Work : | Work From office |
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