Workforce Management Servion Global Solutions

3.0 - 7.0 years

0 Lacs

noida, uttar pradesh

On-site

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...

Posted 3 weeks ago

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