43 Wfm Tools Jobs

As a WFM Real-Time Analyst in the Voice Process (BPO) team at unifyCX, you will play a crucial role in monitoring service levels and site performance in real-time to ensure optimal handling of incoming contacts and adherence to operational goals. Key Responsibilities: - Monitor service levels and site performance in real-time to manage incoming contacts effectively - Communicate changes in incoming contact patterns to operations and the WFM team - Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals - Proactively gather data for root cause analysis and make real-time decisions confidently - Alert frontline agents/supe...

The work force manager is responsible for overseeing efficient scheduling and optimization of resources to ensure operational efficiency and meet business needs. He may work as an individual contributor or lead a team of workforce management specialists. The role involves analyzing data trends and identifying opportunities for improvements to enhance productivity and quality. The individual is expected to perform these tasks by using fair judgement in understanding instructions provided by the business lead. The role will have daily deliverables across accurate and effective scheduling and reporting as basic metrics. This role will work with various partners within the organization to enhanc...

You are being offered the opportunity to join Expedia Group as a Manager of Workforce Planning & Program Management. In this role, you will be responsible for leading real-time workforce operations and driving key WFM programs and initiatives across the contact center network. Your primary responsibilities will include overseeing real-time management, monitoring intraday service levels, responding to incidents, evaluating call routing logic, owning cross-functional WFM programs, leading staffing model development, building dashboards and trend reports, and tracking program success through defined KPIs. Additionally, you will be expected to hire, coach, and develop a high-performing team of W...

Position Summary The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement. As part of our modern End User Services & Solutions organization, the Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. This role b...

Roles and Responsibilities Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client & stakeholder requirements Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership Assist in detailing and documenting performance impacts to...

WFM Analyst Our WFM Analyst provides optimal scheduling solutions to the ResultsCX organization in workforce management areas such as: optimal schedules, coaching/meeting training scheduling and proactive view into intraday staffing with recommendations to ensure both internal and client goals are met. The WFM RPA will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction. In This Role You Will Ensure WFM system is configured optimally for program being scheduled (internal IEX) Maintain close alignment with Resource Planner and Resource Planning file ensuring metrics used for scheduling are consistent with RP Keep Scheduling software (internall...

Role & responsibilities: Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime. Track the everyday attendance and provide recommendations for understaffing and overstaffing. Review and analyze call arrival patterns and provide recommendations to improve customer practice. Qualifications: Minimum two-year experience in a call center environment and familiarity with Workforce functions required. u...

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions. We would love the opportunity to work with you! **Role Overview:** As a Capacity Planning Specialist at MinutestoSeconds, your primary role will involve creating Capacity Plans for Enterprises and collaborating with partners for their sites. You will be responsible for preparing, monitoring, and generating mathematical models using WFM Tools to determine staffing requirements. Additionally, you will oversee the overall Capacity planning for HC, continuously ...

As a Real-Time Monitoring (RTM) Analyst, you play a crucial role in ensuring consistent service delivery across all lines of business (LOBs) within the contact center. Your primary responsibility is to monitor intraday performance, staffing levels, and schedule adherence to drive real-time decisions that optimize workforce productivity and maintain service level agreements (SLAs). You will serve as a central point of coordination for real-time floor support, collaborating closely with Operations, Quality, and WFM planning teams. **Key Responsibilities:** - Monitor real-time contact center activity to ensure service level targets are met across queues, channels, and LOBs. - Track agent adhere...

Job Description - Sr. Manager (Workforce Management) We are hiring a highly experienced Senior Manager - Workforce Management (WFM) for one of our MNC clients. This strategic leadership role requires proven expertise in international BPO operations, with strong hands-on experience in forecasting, scheduling, intraday management, reporting, and billing & invoicing. The ideal candidate will drive end-to-end WFM processes, align strategies with business goals and client expectations, and ensure operational excellence. Immediate joiners are preferred. Key Responsibilities Define and execute departmental plans aligned with WFM strategy and client requirements. Oversee the complete WFM cycle - for...

As a People Manager in this role, you will be responsible for managing internal and external stakeholders effectively. You will utilize your hands-on experience in generating forecasting, planning, and scheduling using tools such as Excel and WFM tools. Your ability to work on existing or create new capacity plans will be crucial in meeting the requirements of the business. - Creating FTE sizing for new/existing businesses and ensuring optimized solutions are provided - Collaborating with various stakeholders to gather inputs from a WFM standpoint - Identifying HC & revenue leakages and developing plans to close these gaps - Analyzing multiple dashboards and initiating appropriate action pla...

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role and Key Responsibilities: The Sr Supervisor an experienced WFM professional, who fosters a culture of excellence for the scheduling, forecasting, real-time, short term, long term, and program management functions of WFM. Should be aware of various WFM Disciplines, like forecasting, Planning, Intraday Management and Reporting. Monitor intraday performance of call volume and staffing levels acro...

As an Assistant Manager - Workforce Management (WFM) at GlobalLogic, your role will involve leading and supporting critical workforce planning functions. You should possess experience in managing workforce operations, a strong understanding of forecasting, real-time monitoring, and excellent client relationship skills. Strategic thinking, data-driven decision-making, and effective stakeholder management across internal teams and clients are crucial for this role. **Key Responsibilities:** - **Client Handling** - Serve as the primary point of contact for WFM-related client interactions. - Understand client-specific workforce requirements and deliver customized solutions. - Provide regular upd...

Job Description Position: Lead Real-Time Analyst (RTA) Department: Workforce Management Hierarchy: Mid-level Command Direct Supervisor: Workforce Coordinator The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time. The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction. This role requires swift decision-making and constant communication with team leaders and other stakeholders. Primary Responsibilities 1. Real-Time Management 1.1. Monitor call volume, agent activity, and performance in real time to ens...

Job Title: Scheduler - Workforce Management (WFM) Department: WFM Job Summary: The Workforce Management Scheduler is responsible for optimizing staffing levels to meet service demands while ensuring compliance with company policies and regulations. This role involves analyzing claim volumes, forecasting and creating effective schedules for various teams to enhance productivity and efficiency. Key Responsibilities: Forecasting: Analyze historical data to forecast staffing needs and identify trends in call volumes, service requests and operational requirements. Scheduling: Develop and maintain efficient work schedules for staff based on forecasted demand, availability, and employee preferences...

GlobalLogic is looking for a highly organized and proactive Assistant Manager - Workforce Management (WFM) to lead and support critical workforce planning functions. The ideal candidate should possess experience in managing workforce operations, a deep understanding of forecasting, real-time monitoring, and strong client relationship skills. This role requires strategic thinking, data-driven decision-making, and effective stakeholder management across internal teams and clients. The Assistant Manager - Workforce Management will serve as the primary point of contact for WFM-related client interactions, understanding client-specific workforce requirements, delivering customized solutions, prov...

Practice Lead/SR. Practice Lead - HRO Exp : 15 yrs Location : Bangalore Package : 30LPA Qualification : Any UG Must have :HRO domain experience including Global payroll processing, Employee Data Management, Benefits, Talent Acquisition & Learning

The Resource Planner position is based in Pune or Gurgaon, requiring you to work from the office. Your primary responsibility will involve collaborating with Partner/Client workforce management team and operations to develop, revise, and uphold staffing and budget planning models. You will be expected to analyze contact center data to formulate long-term staffing and contact forecasts and models. Your proficiency in the NICE workforce management platform, forecasting, budget planning, staff planning, contact center forecasting modeling, and intra-day forecasting will be crucial for this role. Additionally, you will be supporting various support channels, including back-office support. In thi...

Etraveli Group is a globally leading company in tech solutions and fulfillment capabilities for online sales of flights. We aim to simplify complexity by connecting millions of flights and travelers worldwide, assisting from search and selection to the trip and beyond. Our portfolio includes consumer online travel agency brands like Mytrip, GoToGate & Flight Network, along with serving Booking.com with flights. Additionally, strategic partnerships have been established with renowned companies such as Skyscanner, Google Flights, and TUI. Our dedicated team of over 2500 professionals is committed to making the world more accessible for our customers while fostering growth opportunities for our...

Job Role & Responsibilities :5-9 Years experience in Develop and manage short- and long-term forecasts based on historical data and business trends. Create and maintain agent schedules to meet SLA and productivity targets. Monitor real-time performance and adjust staffing as needed. Collaborate with Operations, QA, and Training teams to align workforce strategies. Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency. Generate WFM reports and dashboards for leadership review. Lead a team of WFM analysts and planners. Strong analytical and Excel/Google Sheets skills. Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys). Experience in multi-channel support environmen...

You are an experienced Business Consultant with 5-9 years of experience in Workforce Management (WFM) tools and project management. Your role will involve project management responsibilities, requiring a deep understanding of WFM tools and experience in all stages of WFM - Forecasting, capacity planning, roster & schedule. Your key qualifications include proficiency in MS Office, aptitude in creative problem-solving, familiarity with a variety of WFM software tools, and databases, along with excellent analytical and communication skills. A graduate in any discipline, you are also a Certified Management Consultant, which is a plus. You should be confident, proactive, and willing to work in an...

Hiring for TOP Brand for WORKFORCE MANAGEMENT SALARY - 9 LPA Both Side cabs Looking for experienced professionals in Workforce Demand Planning with strong skills in forecasting models, predictive analytics, and data-driven decision making. Required Candidate profile Must have hands-on expertise in time series forecasting, AHT/volume modeling, and WFM platforms. Should be able to analyze trends, collaborate cross-functionally, and present insights to stakeholders.

Hiring for TOP Brand for WORKFORCE MANAGEMENT SALARY - 14 LPA Both Side cabs Looking for experienced professionals in Workforce Demand Planning with strong skills in forecasting models, predictive analytics, and data-driven decision making. Required Candidate profile Must have hands-on expertise in time series forecasting, AHT/volume modeling, and WFM platforms. Should be able to analyze trends, collaborate cross-functionally, and present insights to stakeholders.

As a Real-Time Analyst at unifyCX, you will play a crucial role in our Workforce Management team. Your primary responsibility will be to monitor service levels and site performance in real-time to ensure efficient handling of incoming contacts and adherence to operational goals. You will be tasked with monitoring service levels throughout the day, communicating any changes in contact patterns to operations and the wider WFM team. Your role will also involve driving real-time adherence to expected capacity, conducting root cause analysis, and promptly addressing any obstacles that may impact business targets. In addition to monitoring and analysis, you will manage breaks, meetings, coaching, ...

As a Real-Time Analyst at unifyCX, you will play a crucial role in monitoring service levels and site performance in real-time to ensure optimal handling of incoming contacts and adherence to operational goals. You will be responsible for effectively managing incoming contacts throughout the day, communicating changes in contact patterns, driving adherence to expected capacity, and making real-time decisions to achieve service level and efficiency metric goals. Your ability to proactively gather data for root cause analysis, alert stakeholders of obstacles, manage breaks, meetings, and trainings, and maintain strong relationships with key stakeholders will be essential for success in this ro...