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
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
2–4 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.
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
2–4 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.