Description :
We operate in the Contact Center, BPO and workforce-optimization sector delivering analytics-driven staffing and operational excellence for clients across BFSI, Telecom, e-commerce and shared services. This is an on-site role based in India focused on driving forecasting, scheduling and intraday operations to sustain target service levels.
Role & Responsibilities :
- Produce accurate short-, medium- and long-term forecasts and translate them into actionable staffing plans and shift templates.
- Design and maintain agent rosters / schedules to meet SLA targets while optimising occupancy and cost.
- Monitor real-time operationstrack adherence, queue levels and service metricsand implement intraday adjustments to minimise SLA breaches.
- Configure, operate and tune WFM platforms (forecasting, scheduling and adherence modules) to ensure data integrity and automation.
- Build and automate reports and interactive dashboards using Excel and Power BI; present insights and recommendations to Operations and leadership.
- Conduct root-cause analysis on staffing variances, support shrinkage modelling and implement continuous-improvement initiatives.
Skills & Qualifications :
Must-Have :
Verint WFMNICE IEX WFMCalabrio WFMMicrosoft ExcelSQLPower BIWorkforce ForecastingIntraday ManagementPreferred :
Teleopti (UKG) WFMTableauPython for data automationBenefits & Culture Highlights :
On-site role with high ownership of end-to-end WFM processes and career growth in operations analytics.Collaborative, data-driven culture with exposure to multiple enterprise clients and large-scale contact centre operations.Opportunities to lead automation projects and to build dashboards that influence operational decisions.Shift Time : PST hours (Pacific Time - Night rotational shift)
(ref : hirist.tech)