Job Description
Overview
- Bachelor’s degree or equivalent in any field.
- 2–4 years of experience in Workforce Management.
Responsibilities
- Scheduling & RTA – Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
- Publish and maintain weekly/monthly schedules and rosters.
- Monitor queues, breaks, and agent adherence in real time.
- Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).
- Reporting & Analytics – Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.).
- Inventory Management – Seat & locker allocation, headset, MTC and thin clients tracking.
- Onboarding & Offboarding, including entitlement enablement and revocation.
- Stakeholder Collaboration – Coordinate with Operations, HR, Training, Quality, IT and Client teams.
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