WFM Real-Time Specialist

Main Responsibilities
WF Real-Time & Planning Support
Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat
Voice Email and Backoffice.
Intraday Adjustments: Execute & Ramping &  strategies (adding or reducing capacity)
based on unexpected volume spikes in coordination with internal and external
vendors.
Schedule Adherence: Monitor agent behavior in real-time ensuring breaks lunches
and shift starts are followed to maintain coverage.
Skill/Queues Management: Implement emergency filters and skill-set swaps (e.g.
routing agents to the Emergency & as directed by the WFM Manager.
Transport Coordination (Bangalore Hub): Coordinate with the transport desk to
ensure agent  Cab schedules align with real-time shift changes ensuring safe and
punctual arrivals/departures.
WFM Solutions & Technical Administration
System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g.
Calabrio). Manage the backend setup of activity types agent profiles and
organizational structures.
Process Optimization: Design and implement new workflows within the WFM tool to
automate manual tracking and improve data accuracy.
Troubleshooting: Identify and resolve technical glitches between the WFM tool and
the ACD (Automated Call Distributor) to ensure real-time data flow.
Candidate Profile
Experience: 3 years of experience in WFM roles with a strong background in Call
Center Operations.
Tool Expertise: Proven experience as a System Administrator for WFM software
(Setup and Configuration).
Technical Skills: * Advanced Excel (Erlang A/C modeling complex formulas).

Familiarity with Routing Logic and IVR structures.
Analytical Mindset: Ability to translate complex data sets into actionable operational
decisions under pressure.
Bangalore Logistics: Experience managing transport/cab coordination for large teams
in the Bangalore market.

Remote Work :

No

Employment Type :

Full-time