112 Iex Jobs

About the Job Were looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement. As Scheduling Specialist, You Will Assist with schedule and tracker management to ensure that all schedules are generated properly Identify customer contact trends to ensure appropriate resources are utilized Manage schedule information for new and existing employees in multiple locations using a workforce software program Ensure employee information is accurately entered and maintained on an ongoing basis Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals Work closely with the Operations Team to ensure availabilities are conducive to the business needs As Scheduling Specialist, You Have A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered) Experience with workforce management systems (asset) Advanced knowledge of Microsoft Excel (asset) Knowledge of contact center operations, functions and business processes Strong technical, analytical and problem solving skills Superior attention to detail with an eye for accuracy The ability to adapt to change in an innovative and fast paced environment Strong organizational skills and the ability to follow through on projects Excellent written and verbal communication skills The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment If Interested please share the your CV on the given mail id : shubhangi.bhalerao@intouchcx.com

About the Job We are changing the way people think about customer service, and we need your help! Were looking for a Resource Planner to join our Workforce Team, who supports IntouchCXs resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals. As Resource Planner, You Will Manage all day-to-day activities in Workforce Management Manage schedules, exceptions, data tracking and Service Levels Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required Maintain employee information and its accuracy on an ongoing basis Plan and create new hire schedules while tracking shift availability Report by program as required As Resource Planner, You Have University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered) Advanced knowledge of MS Word, MS Excel and Outlook Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset) High level of accuracy regarding data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a fast-paced environment The ability to multitask and self-manage the work day If Interested please share your CV on the given mail id : shubhangi.bhalerao@intouchcx.com

About the Job Were changing the way people think about customer care, and we need your help! Were looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans. As Team Lead (Supervisor), You Will Manage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Use critical thinking to develop solutions to improve business performance and partner success Motivate teams through relationship building and real-time coaching Develop incentive programs to motivate CSRs to achieve desired outcomes Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings Gain expert level knowledge on all partner products and promotions Demonstrate a positive work ethic and commitment to achieve the best possible outcomes Act as a role model and exemplify our 10 Things (cultural values) As Team Lead (Supervisor), You Have High school diploma or equivalent (required) Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role Experience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracy Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment The ability to work a variety of shifts, including days, evenings and holidays If Interested please drop CV on the given mail ID : shubhangi.bhalerao@intouchcx.com

About the Job We are changing the way people think about customer care, and we need your help! Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners Interact with external partners and develop long term relationships Assist in analyzing partner metrics and staffing on a consistent basis Make recommendations for efficiencies on programs Actively manage, support, motivate and retain members of the Workforce team Participate in Sales meetings and requests for information Maintain awareness of emerging industry tools As Workforce Manager, You Have A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) Experience working with Aspect software (considered an asset) Strong analytical, problem-solving, technical, information-management and decision-making skills Demonstrated strong interpersonal and communication skills Superior organizational skills and the ability to follow through Ability to work in a fast-paced, hectic & changing environment Ability to effectively interact with employees at all levels and people from diverse backgrounds Ability to think strategically Ability to plan and monitor for results

About the Job We are changing the way people think about customer care, and we need your help! Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. Were looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners Interact with external partners and develop long term relationships Assist in analyzing partner metrics and staffing on a consistent basis Make recommendations for efficiencies on programs Actively manage, support, motivate and retain members of the Workforce team Participate in Sales meetings and requests for information Maintain awareness of emerging industry tools As Workforce Manager, You Have A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) Experience working with Aspect software (considered an asset) Strong analytical, problem-solving, technical, information-management and decision-making skills Demonstrated strong interpersonal and communication skills Superior organizational skills and the ability to follow through Ability to work in a fast-paced, hectic & changing environment Ability to effectively interact with employees at all levels and people from diverse backgrounds Ability to think strategically Ability to plan and monitor for results If Interested please share your resume on : shubhangi.bhalerao@intouchcx.com

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with any tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

As a People Manager in this role, you will be responsible for internal and external stakeholder management. Your primary tasks will involve generating forecasting, planning, and scheduling using Excel/WFM tools. You will need to demonstrate the ability to work on existing Cap plans or create new ones to meet specific requirements. Additionally, you will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions and collaborating with stakeholders to provide WFM insights. Your role will also involve identifying HC & revenue leakages and developing plans to close the gaps, as well as pinpointing areas for occupancy optimization. Analyzing multiple dashboards and taking appropriate action based on insights will be crucial. You will drive performance improvement projects, lead new project implementations, and focus on enhancing team performance. Furthermore, you will be involved in WFM onboarding, training, and resource upskilling activities. Proficiency in WFM tools such as IEX, eWFM, Blue Pumpkin, and Calabrio is essential. A good familiarity with Google Spread Sheet, MS Excel, and other MS Office applications is also required for this role.,

MNC in Gurgaon Hiring for WFM RTA Real Time Analyst CTC UPTO 8.3LPA Require 3+ Years Experience in WFM RTA Require Excellent Communication Skills Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders Review and process VTO/PTO/OT/Non-Prod time requests in real-time Provide assistance to the other WFM teams as needed. Key Skills & Knowledge MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage Graduate with 2+ years contact centre experience and Good Communication Skill MS Office PowerPoint, Word, Access, outlook, etc. InContact/Oracle ACD and other ACD platforms to support multi-channel Environment (Voice/Chat/Email/SMS) 1+ years’ Workforce Experience (RTA or greater) Basic knowledge of the call center industry. Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills. Proficient in Microsoft Office. Ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, sense of urgency, and works well under pressure. High attention to detail, sense of professionalism and ability to develop relationships Educational qualification: Graduate in any discipline Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Preferred candidate profile Good communication skills Candidates should have minimum 6 years of experience in scheduling Overall 10 years of experience in WFM or Global Command Center operations should have experience working on IEX tool mandatory Additional details mode of work remote or hybrid shift Flexible to work for US and UK Office location Bommanahalli Bangalore Role & responsibilities Manage the headcount forecasting process with consideration of known business events and strategies Develop, supervise, lead, & coach a specialized Workforce Planning team, from the ground up, in defining best practices for producing accurate forecasts and schedules that will optimize cost effectiveness and operational efficiency, while meeting Service Level objectives to deliver a high degree of Guest Satisfaction. Analyze trends within assigned operations, including contact volumes, contact patterns, in-store traffic, inbound & outbound shipments, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast arrival patterns. Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues. Work with marketing and finance partners to understand key drivers (such as specialty programs and environmental issues) and capacity needs. Leverage and manage historical data to develop educated assumptions for planned initiatives and future forecast periods. Assure accurate monthly/weekly/daily/intraday forecasts Lead Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the day. Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances. Provide real time and historical contact centre data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results. Assume ultimate responsibly for daily Service Level attainment through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation. Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on the critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs that are specific to the Workforce Planning team. Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support. Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience. Serve as an internal expert on Key Performance Indicators ("KPIs") that impact the ability to consistently and effectively meet Service Level and guest expectations. Assure timely system updates of staff movement, historical results and proper trending within the WFM application. Other duties and special projects as assigned.

WFM RTA GURGAON Minimum 12 Months WFM RTA International BPO Exp Mandatory Required Candidate profile Atleast 1 year experience as RTA in International process Tool Knowledge IEX, VERINT, AVAYA,Genesys Should have good communication in English Immediate Joiners OR Max 1 month notice period candidates can apply CTC Up to 8.3LPA( Depending Upon Last 25 % - 35 % Hike ) Opportunity to work in a fast-paced, international work environment Willingness to work in rotational shifts and on rotational offs UnderGraduates Can Apply NOTE - NOTICE PERIOD OF MORE THAN A MONTH WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Key Responsibilities: Global Forecasting & Planning Develop and manage short- and long-term forecasts across global regions based on historical data, trends, and business projections. Collaborate with regional leaders to incorporate localized factors and initiatives into forecasting. Design and implement scalable WFM strategies for 24x7 global support operations across voice, email, chat, and social channels. Drive workforce efficiency through strategic planning, real-time staffing adjustments, and workload balancing across sites. Develop country-specific and centralized schedules while adhering to labor laws, time zones, language requirements, and holiday calendars. Ensure flexibility and contingency in schedules to manage unplanned demand spikes or outages globally. Real-Time Management (RTA) Monitor real-time adherence, intraday performance, and workforce availability across global locations. Work with regional operations and WFM teams to adjust plans dynamically and avoid SLA breaches. Deliver daily, weekly, and monthly WFM dashboards and performance reports tailored for executive stakeholders. Use analytics to identify trends and proactively improve staffing strategies and customer satisfaction metrics. Lead and mentor an international WFM team including analysts, real-time managers, and schedulers. Coordinate closely with global Operations, HR, Training, and Finance departments to align workforce strategy with business goals. Tool & Process Management Ensure effective use of WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, Kronos). Standardize processes across regions and continuously improve automation, accuracy, and scalability. Required Qualifications - Bachelor's degree in Business Management or related field. - 8+ years of experience in Workforce Management, including 2 years in leadership. - Strong knowledge of WFM tools (e.g., NICE, Aspect, Verint). - Proficiency in Excel and data analysis tools. - Excellent communication, leadership, and problem-solving skills. Preferred Qualifications - Experience in a high-volume contact center. - Familiarity with real-time analytics and dashboards. - Ability to manage multiple priorities in a dynamic environment

Candidate should have minimum 2yrs of experience working as Real time analyst in a BPO Qualification - Graduate Shift - Rotational shifts Work Location - Gurgaon Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Sadiq @ 8904378561 for more details. for more details.

Job description Role: Real Time Analyst Designation: Associate Location: Chennai (Ambit IT Park) Shifts: Flexible to work in Night Shifts Work Model: Work From Office Looking for immediate joiners only Skills: Proficient in Excel. Strong analytical skills. Ability to prioritize and multitask. Strong interpersonal skills to build and foster stake holder relationships Excellent written and verbal communication skills. Proactive issue resolution skills and process improvement. Ability to positively interface with the Clients. In-depth knowledge of Project SLA metrics applicable to WPO KPI: Real time queue management Idle management. Shrinkage management. Meet Project SLA. Provide RCA. Reporting Accuracy & Timeliness (Project & Associate Level). Accurate and Timely Exception Processing on IEX/EWFM. Client Escalation would be a Negative marker

Job Description Overall 5+ years of experience in WFM 2 years of experience of leading Reporting team Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) Excellent quantitative, Problem solving & analytical skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets

Job Description As a WFM RTM Manager you handle the entire RTA team including Supervisors and RTAs Min of 8+ years of experience in WFM department Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills

Job description As a WFM RTM Manager you handle the entire RTA team including Supervisors and RTAs Min of 8+ years of experience in WFM department Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills Location : - Navi Mumbai,Gurugram,Indore,Mohali

Job description As a WFM RTM Manager you handle the entire RTA team including Supervisors and RTAs Min of 8+ years of experience in WFM department Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills Location : - Navi Mumbai,Gurugram,Indore,Mohali

As a People Manager in this role, you will be responsible for managing internal and external stakeholders effectively. You will utilize your hands-on experience in generating forecasting, planning, and scheduling using tools such as Excel and WFM tools. Your ability to work on existing or create new capacity plans will be crucial in meeting the requirements of the business. You will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions are provided. Collaboration with various stakeholders to gather inputs from a WFM standpoint will be a part of your responsibilities. By identifying HC & revenue leakages, you will develop plans to close these gaps and identify areas for occupancy optimization. Analyzing multiple dashboards and initiating appropriate action plans will be essential for driving performance improvement projects and implementing new projects effectively. Your role will also involve driving team performance, onboarding, and training in WFM, as well as upskilling resources. Having a good knowledge of WFM tools such as IEX, eWFM, Blue Pumpkin, Calabrio, and familiarity with Google Spread Sheet, MS Excel, and other MS Office Applications will be beneficial. You should be able to think strategically in terms of business opportunity and growth, and be willing to work in a 24*7 environment. Handling pressure and being a natural go-getter are traits that will contribute to your success in this role. Overall, your responsibilities will include forecasting, capacity planning, scheduling, driving team performance, and contributing to the growth and success of the business.,

Must have Min 3 to 4yrs exp in WFM Scheduling and Capacity Planning from BPO. End to End Scheduling exp required from BPO Contact Center. Occupancy/ Headcount Calculations. Fluent in English Call 8447780697 send CV monu@creativeindians.com

Job description WFM Capacity Planners- Bahadurpally- Immediate joiner. People with IEX, Verint will be given advantage. Applicable for People from WFM background . Please share cvs to sd00838847@techmahindra.com

WFM Manager- Immediate joiner. Please share cvs to sd00838847@techmahindra.com Job description Looking for WFM Manager/TL/ AM/DM - Immediate Joiner The candidate must have knowledge of over all wfm (Scheduling/ Capacity Planning, Forecasting). IEX/ Verint is a must. Its for WFO- Bahadurpally. The person should be open for Night shift.

Role: WFM MIS/ RTA Min 3+ Years experience in WFM MIS/ RTA Hands on experience in Advanced Excel Knowledge of Powerbi (Added advantage) 5 Days Working Rotational Shift/ Offs Both Side Cab

Hiring for WFM Scheduler/AM Scheduler in Bengaluru Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities - Education: Any Graduate - Salary: upto 9LPA Interested: Call: Rose (9873538143 / WA : 8595800635) rose2hiresquad@gmail.com

About the Company- Leading BPO in Bangalore Hiring for WFM Scheduler/AM Scheduler Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Responsibilities Forecast Upload and generate the Intraday Patterns (IDP) Schedule Generation and Optimization Review IDP (Requirement vs Schedule) with sites/Partners Recommend required headcount with sites/Partners by running different scheduling scenarios Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR % Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities Ensure resource allocation aligns with project goals and organizational capacity Lead and motivate team members to achieve scheduling objectives efficiently Establish quality control measures to ensure accuracy and consistency in scheduling outcomes Drive continuous improvement initiatives to enhance scheduling processes and team performance Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency Leverage machine learning and data analytics to enhance workforce scheduling models Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling Benchmark against industry leaders to adopt best practices in scheduling innovation Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request Qualifications Educational Qualification: Bachelors degree Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities Pay range and compensation package UPTO 9LPA Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 ```