1284 Workforce Management Jobs - Page 32

Responsibilities: Providing day-to-day leadership to Brandmuscle (An ansira company) local marketing support team, helping to ensure that all support service level metrics are being achieved Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle (An ansira company).clients Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscles local marketing services Working with cross-functional team members to drive business targets and deliver on shared team goals Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement) Presenting a training program and defined career path Respond to customer inquiries, resolve problems, and provide a positive customer experience Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives Team management: Hire, train, and supervise customer service representatives Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management Quality assurance: Develop quality control processes, monitor interactions, and provide feedback to improve service delivery Training: Provide training and upskilling opportunities for team members Requirements Bachelors degree required Familiarity with a variety of approaches to provided customer service through email, chat, and inbound/outbound calls Superior communication skills, both verbal and written Detail- and client service-oriented Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook) Excellent organizational skills Ability to manage escalation path

Candidate should have minimum 2yrs of experience working as Real time analyst in a BPO Qualification - Graduate Shift - Rotational shifts Work Location - Bangalore / Hyderabad Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Kenedy @ 9620999035 for more details.

Job Summary: We are seeking a highly analytical and organized WFM Forecasting & Scheduling Manager to join Workforce Management Analytics team. This role is responsible for developing accurate short-term and long-term forecasts, building optimized agent schedules, and partnering with operations to ensure staffing aligns with service level goals and business needs. The ideal candidate will have experience in workforce planning, a solid understanding of WFM metrics, and hands-on experience using workforce management tools, particularly Genesys WFM . Roles and Responsibilities: Analyse historical data and business trends to develop accurate volume forecasts across all supported channels (voice, chat, email, etc.). Create short-term and long-term forecasts for workload, headcount, and staffing requirements. Build and maintain optimal agent schedules to meet forecasted demand and service level targets. Conduct "what-if" analysis to assess the impact of shrinkage, absenteeism, shift changes, and other factors on staffing and coverage. Partner with operations teams to gather input on business assumptions, upcoming events, and staffing changes. Monitor forecast accuracy and recommend adjustments as needed to optimize resource utilization. Provide daily, weekly, and monthly reporting on forecast vs. actual performance, schedule efficiency, and adherence to staffing plans. Use the WFM tool (e.g., Genesys WFM mandatory) to develop, publish, and manage schedules. Support new hire onboarding plans and manage capacity planning inputs for business growth or change initiatives. Mandatory Skills: Hands-on experience with Genesys WFM or other workforce management tools (e.g., NICE IEX, Verint). Strong analytical and quantitative skills with the ability to interpret complex data and trends. Advanced proficiency in Microsoft Excel (pivot tables, formulas, charts). Solid understanding of WFM concepts such as forecast accuracy, occupancy, shrinkage, schedule efficiency, and interval planning. Excellent communication and collaboration skills to interact with stakeholders across functions. Desired Skills : Familiarity with multi-channel environments (voice, chat, email). Experience in a 24/7 operational setup or global workforce support model. Experience supporting multi-channel and multi-site/global operations. Familiarity with workforce planning models, Erlang C, or other forecasting methodologies. Exposure to BI and reporting tools such as Power BI, Tableau, or SQL. Qualification: Any Graduate Total industry Experience - 6 plus years of experience in WFM and 4+ years as role of WFM Forecasting and Scheduling Please share your cv at surbhi.malhotra@nlbtech.com

Job Description :The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency. Key Responsibilities:1. Real-Time Monitoring:• Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).• Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.2. Schedule Adherence:• Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules.• Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.3. Intraday Adjustments:• Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.• Assist in reassigning agents or reallocating resources to address emerging needs.4. Communication:• Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.• Proactively inform the management team of any challenges or opportunities for improvement.5. Reporting:• Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.• Analyze data to identify trends and areas for improvement.6. Tools and Technology:• Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.• Work with IT to ensure that software and tools are up-to-date and aligned with business needs.• Proficiency in Excel reporting Qualifications:• Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.• Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.• Proficiency in using WFM software and real-time monitoring tools.• Strong analytical and problem-solving skills.• Excellent communication and interpersonal skills.• Ability to handle high-pressure situations and make quick, informed decisions.• Detail-oriented with a commitment to data accuracy.

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because its time to imagine what it’s like being a WFM RTA. So what does a RTA really do? Think of yourself as someone who will help the program and operating leaders to ensure that account health is maintained consistently both from hygiene and SLA standpoint. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because it’s time to imagine what it’s like being a RTA , at TaskUs an WFM RTA: Would act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical outage,unscheduled absences , unscheduled breaks etc. Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS. Would ensure availability of analysts on phones/chats as per the business model requirement. Would be responsible for Real time queue monitoring (RTQM) Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client Interaction. Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops Leadership Assist in detailing and documenting performance impacts to WFM leadership Providing accurate and timely information and consultation to Team in support of WFM as required Understanding the baseline forecast Understanding the dynamic trend data and its application to forecasts Understanding the application of business and functional initiatives and its application to forecasts Understanding the supply and demand alignment. Understanding the break-shift adherence Someone who is aware about line adherence and dynamics of line adherence. Imagine yourself going to work with one thing on your mind: that you will help the program management with meeting SLA’s and program health at all times. As you tackle your new tasks for the day, you know that it will lead to one thing: acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end / interval level SLA. As a RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback. So, do you have what it takes to become a WFM RTA ? Requirements: What exactly are we looking for? Well, we prefer someone with a minimum of 24 months experience in WFM RTA domain. Someone who should be willing to work in any shift + on weekends from our site. What else? You must have very good proficiency in MS excel and Google sheets. Handson experience in IEX tool. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage. Interested candidate can share their resume at "rajal,garg@taskus.com" or call on 8141444230 Thanks & Regards, Rajal 8141444230

3+ years of WFM experience Create and manage schedule, exception management, staffing augmentation, knowledge of IEX, daily weekly rule Location : - Navi Mumbai,Gurugram,Indore,Mohali

3+ years of WFM experience Create and manage schedule, exception management, staffing augmentation, knowledge of IEX, daily weekly rule Location : - Navi Mumbai,Gurugram,Indore,Mohali

Would be responsible for Real time queue monitoring (RTQM) Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client Interaction Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS Would ensure availability of analysts on phones/chats as per the business model requirement. Location : - Navi Mumbai,Gurugram,Indore,Mohali

Would be responsible for Real time queue monitoring (RTQM) Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client Interaction Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS Would ensure availability of analysts on phones/chats as per the business model requirement. Location : - Navi Mumbai,Gurugram,Indore,Mohali

Five (5) years related call center workforce management experience with at least 2 years of supervisory experience of leading a team of Real Time Analysts in a fast paced environment. Experience in Planning and Scheduling will be an added advantage. Preferred Special Skills, Knowledge or Qualifications Overall 5+ years of experience in WFM 2 years of experience leading Real Time Management teams 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

Five (5) years related call center workforce management experience with at least 2 years of supervisory experience of leading a team of Real Time Analysts in a fast paced environment. Experience in Planning and Scheduling will be an added advantage. Preferred Special Skills, Knowledge or Qualifications Overall 5+ years of experience in WFM 2 years of experience leading Real Time Management teams 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 Sr. WFM Manager you will be accountable for Capacity Planning, staff Planning , Scheduling, RTM, Financial Planning, Client Engagement and Stakeholder management You will ensure the accuracy of billing processes and procedures for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will also be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations. Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Location : - Navi Mumbai,Gurugram,Indore,Mohali

As a Sr. WFM Manager you will be accountable for Capacity Planning, staff Planning , Scheduling, RTM, Financial Planning, Client Engagement and Stakeholder management You will ensure the accuracy of billing processes and procedures for all clients within the site. You will also identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will also be held accountable for schedule adherence, service level, absenteeism, and other key service and efficiency metrics. Moreover, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will also manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations. Moreover, you are expected to achieve 100% accuracy and speed of delivery requirements. You shall implement scheduling strategies and initiatives to enable the business to achieve its objectives. Location : - Navi Mumbai,Gurugram,Indore,Mohali

8+ years of WFM experience Will lead a team of WFM Planners who will maximize the use of manpower resources by forecasting the volume of transactions -- calls, messages or emails -- and scheduling the correct number of teammates to handle expected volume of transactions. Will use your expertise in forecasting and budgeting, staff scheduling, employee performance management, compliance, time and attendance and vacation leave planning - to improve employee productivity, enhance labor planning, lower operations costs, and drive efficient time and attendance tracking for better customer service levels. As a Workforce Manager, you will coordinate with key stakeholders to provide relevant data to be used in business cases. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details that includes availability, preferences and skills. Location : - Navi Mumbai,Gurugram,Indore,Mohali

8+ years of WFM experience Will lead a team of WFM Planners who will maximize the use of manpower resources by forecasting the volume of transactions -- calls, messages or emails -- and scheduling the correct number of teammates to handle expected volume of transactions. Will use your expertise in forecasting and budgeting, staff scheduling, employee performance management, compliance, time and attendance and vacation leave planning - to improve employee productivity, enhance labor planning, lower operations costs, and drive efficient time and attendance tracking for better customer service levels. As a Workforce Manager, you will coordinate with key stakeholders to provide relevant data to be used in business cases. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details that includes availability, preferences and skills. Location : - Navi Mumbai,Gurugram,Indore,Mohali

Will mainly work on developing dashboards and reports for the Workforce Management Will work closely with internal and external stakeholders (Operations, Support groups,Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. Ability to work with large amounts of information and see the bigger picture Excellent analytical and problem solving 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 Location : - Navi Mumbai,Gurugram,Indore,Mohali

Will mainly work on developing dashboards and reports for the Workforce Management Will work closely with internal and external stakeholders (Operations, Support groups,Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. Ability to work with large amounts of information and see the bigger picture Excellent analytical and problem solving 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 Location : - Navi Mumbai,Gurugram,Indore,Mohali

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 Location : - Navi Mumbai,Gurugram,Indore,Mohali

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 Location : - Navi Mumbai,Gurugram,Indore,Mohali

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 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

At least 1 or 2 years of hands on experience in capacity planning, 3 yrs of experience in scheduling Good comm skills WFM tool(IEX) used for scheduling As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. Location : - Navi Mumbai,Gurugram,Indore,Mohali

At least 1 or 2 years of hands on experience in capacity planning, 3 yrs of experience in scheduling Good comm skills WFM tool(IEX) used for scheduling As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. Location : - Navi Mumbai,Gurugram,Indore,Mohali

Hi, CitiusTech is hiring for Resource Management Specialist/ Lead in Pune/Mumbai and Bangalore Location, if Interested Please share your updated resume on Deepali.wankhede@citiustech.com with below details :- Total Years of Experience: Total Years of Experience in Resource Management : Current CTC: Expected CTC: Current Company: Payroll Company: Notice Period: Current Location: Preferred Location: Reason for Change: Availability for Interview :- Updated Profile to be attached: Awaiting for your revert.

Workforce Operations Analyst I at NUKG Business Solutions - Hyderabad, Telangana NUKG ( www.nukg.com ) is a Business, Process & Technology consulting company with niche expertise in the area of US Benefits Administration and Data Management. NUKG's headquarters are based in NJ, USA and the Global Delivery Center is based in Hyderabad, India. JOB SUMMARY The Workforce Operations Analyst I will be responsible for monitoring the intraday workforce process to optimize service level performance and resource utilization. The analyst will seek and identify opportunities for offering real time insight, reporting and management of resources to best meet required SLAs, while also maintaining relationships with Service Center, BPSS, Client Operations Teams and Client Admin Teams. ESSENTIAL DUTIES AND RESPONSIBILITIES • Monitors appropriate staffing allocation and availability of Service Center staff in order to achieve service level objectives • Monitors teams to ensure optimal staffing levels and partners with the Team Manager and WFM team to ensure adequate staffing is maintained • Helps execute volume contingency action plans as deemed necessary and appropriate • Assists in running reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals • Participates in real-time discussions with necessary stakeholders • Processes daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests • Ensures that all reports originating from the department are accurate and reliable • Assists with the integration and implementation of new Service Center technologies • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position NONESSENTIAL DUTIES AND RESPONSIBILITIES • Workforce Operations Analyst I may be required to step in to assist with troubleshooting CSR technical issues when the need arises. REQUIRED SKILLS AND ABILITIES • Must demonstrate a strong customer service focus with previous inbound call center experience preferred • Must be available to work an 8 hour shift anytime between 5:30pm 8:30am IST, Monday through Friday • Self-starter with excellent organizational and time management skills • Excellent listening and probing skills • Effective verbal and written communication skills Strong attention to detail and accuracy • Excellent attendance and punctuality are essential • Ability to be flexible and work under pressure to meet strict deadlines in a team environment • Strong interpersonal skills suitable for interacting with various departments • Excellent problem-solving and analytical skills; proven ability to research, follow up, and resolve complex issues • Ability to manage multiple projects • Ability to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co-workers, customers, and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructions • Intermediate proficiency with MS Excel and other call delivery technology preferred KNOWLEDGE, EXPERIENCE AND/OR EDUCATION • Associates degree or higher education preferred but not required o In lieu of Associates degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field o Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered • 1-3 years experience preferred; in a call center setting preferred • 1-2 years Workforce Management experience preferred