Forecasting & Capacity Planning:

• Analyze historical data and trends to forecast call volumes, workload, and staffing needs.
• Create long-term and short-term staffing models based on business requirements.

Scheduling:

• Develop and maintain optimized agent schedules to ensure adequate staffing coverage.
• Coordinate with operations and HR for shift planning, leaves, and schedule changes.

Real-Time Monitoring (RTA):

• Monitor intraday performance, real-time adherence, and adjust staffing as needed.
• Escalate deviations and outages to operations promptly to minimize SLA impacts.

Reporting & Analysis:

• Generate daily, weekly, and monthly performance and efficiency reports.
• Provide actionable insights and recommendations to improve operational performance.

Collaboration:

• Work closely with Operations, HR, Training, and Quality teams to align workforce strategy.
• Participate in WFM-related projects and continuous improvement initiatives.

• Knowledge of call center metrics (AHT, SL, ASA, Occupancy, Shrinkage, etc.).
• Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk).
• Basic SQL or data visualization (Power BI, Tableau) is a plus.

Requirements:

• Education: Bachelor’s degree in Business, Mathematics, Statistics, or related field (preferred).
• Experience:
• 1–3 years of experience in a Workforce Management role within a BPO or contact center environment.
• Experience with WFM tools such as Verint, NICE IEX, Genesys, Aspect, or similar.
• Skills:
• Strong analytical and problem-solving skills.
• Proficient in MS Excel, PowerPoint, and workforce-related software.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, high-pressure environment.