2823 Wfm Jobs - Page 5

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful...

Job Title- RTA Location- Noida, Gurgaon, Mumbai Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality. Key Responsibilities: 1. Real-Time Monitoring: Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.Track and report on adherence, occupancy, and other performance indicators through...

Optimizing Workforce Efficiency with Smart Capacity Planning & IEX As a WFM Capacity Planner, I believe success starts with accurate forecasting, strategic staffing models, and the right tools like IEX — to bring it all together. From long-term headcount planning to intraday interval forecasting, I focus on aligning workforce supply with operational demand to drive both performance and service excellence. My key focus areas: Forecasting call volumes & workload Capacity planning across multiple lines of business Staffing optimization & shrinkage management Schedule modeling & real-time adjustments SLA & KPI alignment Proficient in WFM tools: IEX, NICE, Verint, Excel, SQL With IEX, I can build...

Experienced WFM professional with over 2-8 years of hands-on expertise in workforce scheduling, capacity planning, and real-time management within BPO/Call Center environments. Proficient in Verint IEX TotalView, creating and managing intraday schedules, shift patterns, and agent adherence tracking. Strong understanding of call volume forecasting, shrinkage planning, and service level optimization. Proven track record in collaborating with Operations, Quality, and HR teams to drive workforce efficiency and ensure SLA compliance. Adept at analyzing performance data to make data-driven scheduling decisions, minimizing idle time, and enhancing occupancy/utilization. Skilled in using WFM tools (...

Were Hiring: Scheduler / Workforce Management Analyst (2-5 Yrs) | IEX WFM Experience Required! Are you passionate about workforce optimization and scheduling? Skilled in IEX Workforce Management tools and love making data-driven decisions? Were looking for YOU to join our growing team! Position: Scheduler / Workforce Management Analyst Job Location: Hyderabad Experience: 2-5 Years Tool Expertise: IEX WFM (NICE IEX), Excel, Real-time monitoring tools What You’ll Be Doing: Develop and manage daily, weekly, and monthly agent schedules for contact center operations. Utilize IEX WFM for forecasting, scheduling, and real-time adherence monitoring. Analyze historical data to forecast staffing needs...

Job Title: Workforce Management (WFM) Manager Location: Gurugram, Haryana Shift Timing: US Shift (Night Shift) Employment Type: Full-time / Work from Office Interested folks can share their CV- Hkaur2@advatix.com Call- 8448778081 About the Role: We are seeking an experienced Workforce Management (WFM) Manager to lead and oversee all aspects of forecasting, scheduling, capacity planning, and real-time management for our operations. The ideal candidate will have strong analytical and leadership skills, with proven experience in managing workforce processes for a US-based client or business. Key Responsibilities: Lead the WFM team responsible for forecasting, scheduling, capacity planning, and ...

Key Responsibilities Collaborate with business stakeholders (Operations, HR, Payroll) to gather and translate WFM requirements into scalable Kronos configurations. Lead functional design, configuration, and testing of Pay rules, accrual profiles, schedules, employment terms etc. Provide production support, troubleshoot system issues, and coordinate with vendors where necessary. Conduct system testing and UAT coordination, ensuring minimal disruption to business operations. Document functional requirements, test cases, and configuration change logs in line with governance protocols. Monitor Kronos system performance and recommend improvements to drive user experience and process efficiency. S...

Detailed JD (Roles and Responsibilities) 6 to 8 years of experience in UKG Pro WFM or similar workforce management systems, with hands-on experience in managing testing and defect management. Good Experience in creating custom reports, analytics, and dashboards, with knowledge of data migration to UKG Pro WFM Good Experience in Implement UKG Pro WFM Productivity and Analytics modules. Good working knowledge on Capacity Planning, Labor Analytics, Workload Budgeting, and Reporting. Experience in participate in delivering analytics solutions and reporting for various UKG products, such as Pro, UKG Dimensions, and UKG Datahub Interact with businesses and technical project stakeholders to gather ...

As a Workforce Management (WFM) Real-Time Analyst at our Noida Sec 135 location, your role will involve monitoring and managing intraday performance to ensure optimal staffing levels, adherence, and service level achievement across queues. Your strong analytical skills, quick decision-making, and effective communication will be crucial in balancing service levels and agent productivity. Key Responsibilities: - Monitor and manage intraday performance across queues. - Ensure optimal staffing levels to meet service level agreements. - Utilize real-time monitoring tools such as NICE IEX, Verint, Aspect, and Genesys. - Generate reports and analyze data using MS Excel (pivot tables, lookups, chart...

Role - WFM RTA Analyst Skill - WFM | RTA | MIS | international experience Exp - Min 2 years Notice - Immediate joiner to 30 days official Loc - Pune 5 Days working 2 days rotational off | Night shifts teena.ghrs@gmail.com

The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency. Key Responsibilities Strategic Planning and Scheduling Complete all scheduling requirements including creating and optimizing business rules and policies Administer and maintain workforce planning systems and real-time monitoring tools Develop accurate intraday forecasts, create schedules, and proact...

Assist in decision-making, oversee projects, liaise with stakeholders, and analyze performance data Essential Duties & Responsibilities: Responsible for Workforce Management & Service Delivery to Internal & External Customers Manages a WFM team for 3 to 5 clients Effectively leads and mentor the team to support Ops Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform Serves as a checkpoint and reviewer of WFM processes, practices and output Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution Ensures efficient levels of staffing and occ...

Experience in UltiPro / UKGPro (People, Benefits, Payroll) including security roles, system configuration, platform configuration, data updates, mass imports, system enhancements, end-user support, and troubleshooting Configure UltiPro / UKGPro to meet business needs through new workflows, integrations, modules, and business rules (i.e., configuration of HR policies, Recruitment & Onboarding, Org setup for Jobs, Positions & Locations, Performance, Compensation, Policies for Entitlements, Time-Off and Punch, Open Enrollment, Plans and Options, Payroll Earnings & Deductions, Payroll processing etc) Document, communicate and train end users on system changes, new processes/workflows Provide pay...

Job Title: Lead Workforce Management (WFM) Company: Globiva Location: Gurgaon (Sector 18) Work Mode: Work From Office (WFO) Working Days: 6 Days (Fixed/Rotational Off as per policy) About the Role We are hiring an experienced Lead WFM for our BPO operations. The role involves team handling, advanced reporting, dialer management, and workforce planning to ensure process efficiency and business targets are met. Key Responsibilities Lead and manage a team of WFM executives, ensuring smooth workforce operations. Forecast call volumes, plan capacity, and build schedules for optimum resource utilization. Manage real-time monitoring, shrinkage control, and adherence tracking. Handle dialer manageme...

Summary: We are seeking a detail-oriented and analytical Assistant Manager Workforce Management (WFM) to join our team. The role is responsible for leveraging HR data to generate actionable insights that inform strategic decision-making and enhance organizational effectiveness. The ideal candidate will manage workforce data, analyze trends, design and maintain reports and dashboards, and collaborate closely with HR and business leaders to optimize processes . Location: Bangalore Your Future Employer: A global leader in risk management and insurance solutions offering world-class captive insurance services to its international clientele. Responsibilities: Collect, clean, and maintain HR data ...

We are looking for a skilled professional with 6-15 years of experience to join our team in the Employment Firms/Recruitment Services Firms industry. The ideal candidate will have a strong background in contact center operations and Genesys BA. Roles and Responsibility Manage data migration, storage, and management, including real-time and historical data. Analyze contact center reporting and BI to optimize processes and improve performance. Implement WFM process, forecasting, scheduling, routing, and queue optimization. Develop and maintain knowledge management systems (KMS) for agent assist and sentiment analysis. Collaborate with teams to implement AI/Gen AI enabled agent assist and routi...

About The Role Skill required: User-Generated Content Moderation - Content management Designation: Trust & Safety Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countrie...

Roles and Responsibilities Manage workforce management (WFM) operations, including forecasting, capacity planning, rostering, real-time analysis, and reporting. Develop and maintain accurate demand plans to ensure optimal resource allocation. Collaborate with stakeholders to identify process improvements and implement changes that drive efficiency gains. Analyze data to identify trends and areas for improvement in WFM processes. Ensure compliance with company policies and procedures related to labor laws. Desired Candidate Profile 8 overall years of experience 2 Year as WFM Manager Strong understanding of Capacity Planning, Forecasting, Real Time Analysis (RTA), Rostering, and Workforce Plan...

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Five9 is a leader in Cloud based Contact Center solutions. To complement our rapid growth, we are actively looking for a talented and experienced WEM Application Consultant (Integration) to join our Professional Services team. In this role, you will be responsible for ...

JOB FUNCTION AND RESPONSIBILITIES: Manage team of 13 or more team members, ensure departmental goals and standards are achieved. Communicate company goal, safety practice and ensure all employees remain engaged. Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk. Ability to prioritize, work independently, meet deadlines and motivate team members for better results. Conduct performance review and provide appropriate feedback to team members. Perform periodic audits to ensure performance standards are met. Accountable for daily operations in department. Resolve loans and delinquencies thus to enhance departmental cure rate% resul...

About the Job Were looking for a Senior Real Time Analyst will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance.The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Senior Real Time Analyst, You Will Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day Intraday Management Facilitate daily syncs with clients/vendors to ...

About The Role Role based in BSv organisation. Leveraging deepening knowledge of Cash Applications, The Cash Applications Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their deepening domain expertise means they handle standard cash application transactions and customer account clearing activities in accordance with cash a...

Manage and monitor dialer campaigns (Predictive, Progressive, Manual, etc.) to ensure optimal agent productivity. Generate, maintain, and analyze daily, weekly, and monthly MIS reports on call volumes, agent performance, and campaign effectiveness.

Job Title: Resource Manager Time-2 PM onwards Hybrid Mode Location: Delhi NCR(Noida will be base) Role Summary: As a Resource Manager within Insights Digital Engagement Team, you will be responsible for the effective allocation and utilization of professional services resources across EMEA. This role ensures optimal deployment of internal and third-party resources to meet project demands, maximize ROI, and support high-quality service delivery. Key Responsibilities: 6+ years of exp in Resource Management . Manage centralized resource scheduling and allocation across multiple projects Collaborate with project managers and team leads to align resource needs with availability Monitor and report...

Role Purpose Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI. Do 1. BAU reports Release all daily BAU reports after thorough review. Make sure that all daily reports are Reports are released on time and with accuracy by maintaining tracker. Managing a team who generates and distribute management reports in accurate and timely manner. Generate both periodic and ad hoc reports as needed. Understand customer problems and Provide appropriate technical so...