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.
