WFM – Workforce Management

Experience: 1–6 Years | Department: Workforce Management

We are looking for WFM professionals to manage staffing, scheduling, forecasting, and real-time operational performance.

Responsibilities:

• Prepare workload and staffing forecasts.
• Create and manage employee schedules.
• Monitor real-time staffing and service levels.
• Track attendance, shrinkage, occupancy, and productivity.
• Manage intraday adjustments to meet business requirements.
• Prepare daily/weekly/monthly WFM reports.
• Coordinate with Operations, HR, and Training teams.

Requirements: WFM experience in BPO/contact center operations, strong Excel skills, analytical ability, and understanding of forecasting, scheduling, and real-time management.