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TTEC
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Wfm Specialist

Wfm Specialist

TTEC

1 - 3 years

0 - 1 Lacs

mumbai suburban

Posted:4 weeks ago| Platform:

Apply

Skills Required

wfm real time analysis scheduling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: WFM Specialist

Location:

About the Role

Workforce Management (WFM) Specialist

Key Responsibilities

Assist in
real-time monitoring
of queues, agent adherence, and service levels.
Support
forecasting and scheduling
activities under guidance from senior WFM staff.
Prepare and update
daily/weekly/monthly reports
on performance metrics.
Track and report on
staffing requirements, shrinkage, and schedule deviations
.
Coordinate with operations, quality, and training teams to address performance gaps.
Help manage
RTA (Real-Time Adherence)
tools and WFM systems.
Identify trends and highlight risks impacting SLA delivery.

Required Skills & Qualifications

1–2 years of experience
working as a WFM Specialist/Analyst in a BPO environment (mandatory).
Basic understanding of
forecasting, scheduling, capacity planning, and RTA
processes.
Proficiency in
Excel and WFM tools
(e.g., IEX, Verint, Aspect, or similar).
Strong analytical skills with attention to detail.
Good communication and coordination abilities.
Ability to work in a
rotational shift environment
, if required.

Eligibility Criteria

Must be an
immediate joiner
.
Must be located in
Mumbai

Why Join Us

Opportunity to develop and grow within WFM and operations analytics.
Supportive team with learning and mentoring opportunities.
Exposure to large-scale BPO operations and industry-leading tools.

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