Workforce Management

We are looking for a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support the 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.
• Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism.
• Collaborate with supervisors and training teams to close performance gaps and improve customer experience.

Reporting & Analysis:

• Generate and distribute performance reports (adherence, occupancy, QA scores, service levels).
• Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness.

System Administration & Support:

• Administer user profiles, roles, and access within WFM/QM systems.
• Work with IT/Telecom teams for system updates, upgrades, and issue resolution.
• Conduct testing and validation after system changes or configuration updates.

Process Improvement:

• Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking.
• Participate in cross-functional initiatives related to agent performance, training, and optimization.