Executive/Senior Executive - WFM/MIS

Global Assure

3 - 6 years

4 - 6 Lacs

gurugram

Posted:19 hours ago| Platform:

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Skills Required

mis wfm service level excel workforce management capacity planning real time analysis rostering rtm shrinkage mis reporting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Workforce Management (WFM) Executive Customer Service OperationsLocation:

Role Overview:

WFM Executive

Key Responsibilities:

Prepare and maintain
staffing forecasts and schedules
aligned with call volumes, peak hours, and business requirements.
Monitor
real-time queue performance
, agent occupancy, and service levels to ensure quick and effective customer handling.
Coordinate with
Team Leaders, Quality, and Training
to plan leaves, training slots, and breaks without impacting service delivery.
Track
attendance, shrinkage, and productivity metrics
, providing actionable insights for optimization.
Generate
daily and weekly dashboards
covering call volumes, adherence, SLA, and response time performance.
Support
process improvements
to enhance efficiency, reduce idle time, and improve turnaround performance.
Work closely with
HR and Operations
to align manpower planning, hiring needs, and shift scheduling.
Contribute to maintaining
the company’s promise of quick response and reliable service
for every customer interaction.

Required Skills:

Strong analytical and coordination skills with attention to detail.
Proficiency in
MS Excel / Google Sheets
for report creation and scheduling.
Basic understanding of
Contact Center metrics
(AHT, SLA, Occupancy, Shrinkage, TAT).
Effective communication and stakeholder management skills.
Ability to multitask and make real-time operational decisions under pressure.
Role & responsibilities

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