Lead Design – R01570402

Brillio; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Brillio in Mumbai is seeking an experienced Workforce Management professional to monitor real-time contact center performance and drive intraday staffing decisions. The role emphasizes service levels, AHT, occupancy, and adherence across Voice and Chat channels.

You will maintain WFM systems, deliver real-time updates to leadership, and collaborate with Operations to address staffing gaps, variances, and process improvements.

Qualifications

• 7+ years experience in workforce management, real-time analysis, or contact center operations.
• Experience supporting daily operational performance and staffing effectiveness.
• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field.

Responsibilities

• Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
• Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
• Identify and address performance variances, emerging trends, and operational risks impacting business objectives
• Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
• Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
• Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads
• Prepare and deliver real-time operational updates, intraday performance summaries, and end‑of‑day reports to leadership and stakeholders
• Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances

Skills

NICE IEX

NICE WFM

Verint

Genesys

Calabrio

Aspect

Real-time analysis

Intraday management

Excel

Dashboards

Education

Bachelor's degree in Business Administration/Operations Management/Information Systems

Job description

Experience Range:

with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness

Key Responsibilities:

• Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
• Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
• Identify and address performance variances, emerging trends, and operational risks impacting business objectives
• Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
• Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
• Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads
• Prepare and deliver real-time operational updates, intraday performance summaries, and end‑of‑day reports to leadership and stakeholders
• Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances

Required Skills:

• Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect
• Expertise in real-time analysis and intraday management within contact center environments
• Strong knowledge of workforce management principles, staffing concepts, and service level management
• Advanced Microsoft Excel skills for data analysis and reporting
• Experience with maintaining workforce management systems and dashboards

Preferred Skills:

• Experience with automation or scripting for workforce management reporting
• Familiarity with advanced analytics platforms for operational performance monitoring
• Knowledge of contact center telephony systems and integrations

Desired Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field
• Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable