14 Calabrio Jobs

Workforce Management Analyst (Workforce Management Analyst) Industry: Business Process Outsourcing (BPO) / Contact Center Operations. We operate in workforce optimisation, capacity planning, and contact-centre performance analytics for large-scale service delivery across India. About The Opportunity We are hiring a Workforce Management Analyst to join a hybrid team supporting pan-India contact centre operations. You will drive forecasting, scheduling, real-time adherence, and performance reporting to ensure service levels, shrinkage control, and optimal staffing across multiple campaigns. Role & Responsibilities Build and maintain accurate short-, medium-, and long-term forecasts using histo...

Working Hours 24*7 shift (2 Rotational weekly offs) Job Responsibilities: - 2-3 Years of real time monitoring experience - Good communication skills to manage client and stakeholder conversations. - Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook. - Strong analytical skills. Needs to Have: - WFM Work Experience IEX Aspect Genesys/ Verint/ Calabrio. About You: Smart and Detail oriented Organised, proactive and self-starter Analytical, logical and practical in approach to solving complex problems Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide infor...

WFM Analyst (Workforce Management) Reports to: Head of Operations Location: Bangalore, India Type: Full-time, 24/7 global operation support Overview The Workforce Management (WFM) Analyst ensures Concierge delivers on its promise of precision and responsiveness by managing staffing, forecasting, and real-time performance across multiple time zones. This role is critical to balancing service excellence with efficiencyoptimizing schedules, predicting demand, and ensuring our global concierge operation runs like clockwork. The ideal candidate thrives in data-driven environments, has an analytical mindset, and understands how workforce models translate into customer experience quality. Key Respo...

Industry & Sector A fast-paced Business Process Outsourcing (BPO) and Contact Center environment delivering customer support, back?office processing, and voice/non?voice services for global clients. We focus on process excellence, SLA adherence, and continuous performance improvement. Primary Title: BPO Process Trainer (On?site) Location: India About The Opportunity We are hiring a proactive Process Trainer to design and deliver high-impact training for new hires and ongoing upskilling programs across voice and non?voice processes. You will own curriculum delivery, standard operating procedure (SOP) rollout, competency assessments, and frontline coaching to drive quality and productivity acr...

Role Overview: You will be responsible for leading the Contact Centre quality assurance initiatives as an Assistant Manager Quality. Your role will involve designing quality frameworks, driving continuous improvement, and enhancing the overall customer experience through robust QA processes. Key Responsibilities: - Oversee and continuously refine the quality assurance framework across all customer interactions, including voice, email, chat, and digital. - Analyse quality interactions of the Operations team, ensuring timely and effective call audits, evaluations, and reporting. - Identify trends and systemic issues from audit results and collaborate with operations, training, and compliance t...

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. - Creating FTE sizing for new/existing businesses and ensuring optimized solutions are provided - Collaborating with various stakeholders to gather inputs from a WFM standpoint - Identifying HC & revenue leakages and developing plans to close these gaps - Analyzing multiple dashboards and initiating appropriate action pla...

You are a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment. Key Responsibilities: Workforce Management (WFM): - Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX). - Coordinate shift bids, schedule changes, and time-off planning. - Monitor intraday performance and adjust staffing in real-time as needed. Quality Management (QM): - Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms. - Mon...

Job description We have a vacancy with below details, Role : WFM RTA Experience -2-4 Notice Period : Immediate Joiners Interview Mode : virtual Work Mode :WF0 shift time :5.30 pm to 2.30 am Role & responsibilities 2+ years of RTA Experience with hands-on experience of IEX and CXOne. • Oversee all real-time WFM activities to ensure operational and client goals are met • Implement analysis and reporting via WFM tools available • Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team. • Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met. • Reporting of information such as call volumes, SL an...

The role you are applying for involves managing people and interacting with both internal and external stakeholders. You should be proficient in generating forecasting, planning, and scheduling using Excel or WFM tools. Your responsibilities will include creating FTE sizing for new/existing businesses, identifying areas for optimization, and analyzing various dashboards to drive performance improvement projects. In addition, you will be involved in new project implementations, team performance enhancement, WFM onboarding, and training. Familiarity with WFM tools such as IEX, eWFM, Blue Pumpkin, Calabrio, Google Spread Sheet, MS Excel, and other MS Office Applications is essential. You should...

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 dashboar...

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 an...

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager Management Level: 06/ Senior Manager or 07/ Manager Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary : You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. Areas of Work :Advance Customer Engagement, Workforce Optimization Roles & Responsibilities: As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workfor...

Req ID: 309187 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Network-Voice/Collaboration - Network Convergence Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Three years or more of relevant experience or equivalent combination or education and work experience . VXML, CVP, ICM, CUCM, CUBE . Upgrading ICM, CVP, CUCM, Gateways from 12.5 to 12.6 Understanding of Natural Language design and Directed Dialogue design techniques for speech applications . Knowledge of various speech engine capabilitie...

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager Management Level: 06/ Senior Manager or 07/ Manager Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary : You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. Areas of Work :Advance Customer Engagement, Workforce Optimization Roles & Responsibilities: As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workfor...