Project Manager - R01570380

Brillio; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Brillio in Bengaluru seeks a Project Manager to lead workforce management and real-time analysis for contact center operations. You will drive intraday staffing, monitor service levels, and coordinate with senior teams to optimize staffing and performance.

The role requires 7+ years in WFM or contact center ops, strong Excel skills, and experience with major WFM tools. A CWFM/CCWFM certification is highly desirable.

Qualifications

• 7+ years in workforce management or contact center operations.
• Experience supporting daily operational performance and staffing effectiveness.
• Knowledge of WFM principles, staffing concepts, and service level management.

Responsibilities

• Monitor real-time contact center performance across channels to meet service level goals.
• Track and analyze metrics such as service level, ASA, abandonment, occupancy, handle time, adherence.
• Identify variances and risks; drive intraday staffing adjustments and resource reallocation.
• Coordinate with leadership and WFM teams to resolve gaps and productivity challenges.
• Maintain workforce management systems and ensure data integrity and accurate schedule uploads.
• Prepare real-time updates, intraday summaries, and end-of-day reports for leadership.
• Support continuous improvement and root cause analysis related to variances.

Skills

WFM tools

Real-time analysis

Intraday management

Service level management

Advanced Excel

Dashboard reporting

Education

Bachelor's degree

CWFM/CCWFM certification

Tools

NICE IEX

NICE WFM

Verint

Genesys

Calabrio

Aspect

Job description

Project Manager

Job requirements

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
• Experience supporting schedule optimization initiatives

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