WFM Executive – BPO Operations (Night Shift | Travel Process Preferred)

Workforce Management (WFM) Executive

You will play a key role in ensuring staffing optimization, schedule adherence, and performance alignment with client SLAs.

Key Responsibilities:

• Monitor

  real-time queues

  and maintain optimal staffing levels across inbound, outbound, and chat processes.
• Prepare and manage

  daily/weekly/monthly forecasts, rosters, and schedules

  based on volume and client demands.
• Track

  attendance, schedule adherence, shrinkage, and productivity metrics

  for agents.
• Collaborate with Operations, HR, and Quality teams for

  shift planning, leaves, and training coordination

  .
• Analyze

  call volume trends, AHT, and SLA compliance

  , providing insights for process improvement.
• Maintain accurate

  WFM dashboards, reports, and trackers

  for leadership review.
• Identify potential staffing gaps or performance risks and take proactive corrective action.
• Support strategic workforce planning and business continuity initiatives.

Requirements:

• Minimum

  1 year of experience

  in

  Workforce Management / Real-Time Analyst / MIS

  roles within a

  BPO setup

  (mandatory).
• Experience with

  Travel Industry processes

  (airline, ticketing, GDS, or related) will be a

  strong plus

  .
• Proficient in

  Excel, Google Sheets, and WFM tools

  (e.g., Avaya CMS, NICE, Genesys, etc.).
• Strong analytical, numerical, and problem-solving skills.
• Excellent communication and coordination abilities.
• Willingness to work in

  rotational shifts

  as per process requirements.
• Bachelor’s degree preferred.

Why Join Ditinus Technology:

• Work with a growing international

  BPO and Travel Operations

  team.
• Exposure to multi-industry processes and global clients.