IN Workforce Manager
Role Overview:
Responsible for real-time monitoring, staffing, scheduling, and workforce planning to ensure service levels and operational efficiency for the bank’s contact center.
Key Responsibilities:
Skills & Experience:
Responsible for real-time monitoring, staffing, scheduling, and workforce planning to ensure service levels and operational efficiency for the bank’s contact center.
Key Responsibilities:
- Monitor real-time call volumes, queues, and agent availability.
- Take corrective actions to maintain SLA and staffing alignment.
- Manage forecasting, scheduling, and shift planning.
- Track schedule adherence, shrinkage, occupancy, and productivity.
- Publish daily/weekly reports on performance, forecasting accuracy, and SL.
- Coordinate with Ops, HR, and Training on staffing and off-floor activities.
- Support WFM tools and maintain accurate data.
Skills & Experience:
- 4+ years in Workforce Management/Real-Time Analysis (preferably in banking or BPO/contact center). Strong knowledge of WFM concepts: SLA, forecasting, scheduling, shrinkage.
- Experience with WFM tools (Jeera/ Genesys/etc.).
- Strong Excel and analytical skills.
- Good communication and ability to work in fast-paced environments.