Contact Center Workforce Manager

Gainwell Technologies is seeking a skilled Workforce Management Professional to join our team.

A WFM RTA plays a pivotal role in ensuring the smooth operation of contact centers by actively monitoring and managing call volumes, agent availability, and workload distribution in real-time.

This involves adjusting schedules and agent assignments as needed throughout the day based on live data. To be successful in this role, one must possess strong analytical skills to interpret data and make informed decisions quickly.

Excellent communication skills are also essential for collaborating with operations teams and escalating issues effectively.

Ability to work under pressure and make rapid adjustments in a fast-paced environment is crucial.

Proficiency in workforce management software and tools is necessary for efficiently managing contact center operations and key performance metrics.

Key Responsibilities :

• Real-time Monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
• Staffing Adjustments : Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Break Management : Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Adherence Monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Performance Reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaboration with Operations Team : Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Identifying Trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalation Management : Escalate critical issues to relevant stakeholders, when necessary, such as unexpected high call volumes or staffing shortages.
• System Management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Work Schedule

Shift Timings (Night Shift) - 9 Hours Shift between 4 : 30 PM to 4 : 30 AM IST