Join our Mumbai team as a Workforce Management (WFM) Specialist! Ensure we have the right staff at the right time to meet our goals. If you excel in monitoring workforce performance, predicting staffing needs, scheduling, reporting and continuous improvement, we want you!
JOB LOCATION: MUMBAI, INDIA
KEY RESPONSIBILITIES
The Workforce Management (WFM) Specialist is responsible for ensuring that the correct number of staff with the right skills are available at the right time to meet organizational goals
This role involves forecasting demand, scheduling, real-time monitoring, and reporting to optimize workforce productivity and efficiency
Monitor workforce performance in real-time to ensure adherence to schedules and manage any deviations
Analyze historical data and trends to forecast staffing needs and requirements
Develop and maintain forecasting models to predict call volumes, customer interactions, and other relevant metrics
Generate and analyze reports on workforce performance, attendance, and adherence to schedules
Continuously evaluate and improve WFM processes and practices
Serve as a point of contact for all WFM-related inquiries and issues.
JOB REQUIREMENTS
Excellent communication and people skills
Available to work at office in US Shift (06:30 PM to 03:30 AM IST)
Knowledge of labor laws and regulations pertaining to workforce management
Strong analytical skills with proficiency in forecasting and scheduling software (e.g., NICE, Verint, or similar).
QUALIFICATIONS
Minimum four years of work experience in a call center or customer service environment
Proven experience of a minimum of five years in workforce management or a related role is desired
Any bachelor’s degree with relevant certifications (e.g., CWFM, CCFP) is preferred
