Senior Specialist, WFM Planning

TeleTech Holdings, Inc.; India; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Job summary

TeleTech Holdings, Inc. in Ahmedabad is seeking a Workforce Management-Senior Specialist to drive staffing planning and administration, ensuring accurate schedules and proactive adjustments to support customer experience.

The role emphasizes data analysis, real-time queue management, and collaboration with Operations to balance coverage, compliance, and employee experience, with opportunities for growth and competitive benefits.

Qualifications

• 6 months or more data analysis experience.
• Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• A solution-oriented mindset to ensure happy customers
• Understanding, interpreting, and manipulating data for reporting

Responsibilities

• Create and maintain agent schedules aligned to forecasted demand
• Manage shifts, rotations, breaks, leaves, and shrinkage patterns
• Publish schedules within SLA timelines and handle change requests
• Analyze schedule efficiency and recommend optimizations
• Partner with Operations to balance coverage, compliance, and employee experience
• Manage multiple call queues in real time for efficient call center operations
• Watch staffing levels at queue level to ensure planned coverage is met
• Provide KPI reporting to Client and Results management teams

Skills

Analytical mindset

Excellent attendance

Strong written and verbal коммуникаa?

Team player mindset

Attention to detail

Problem solving skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Excel

Outlook

PowerPoint

Job description

Workforce Management-Senior Specialist

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Specialist WFM Planning - Workforce Management – Administration, Ahmedabad, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Have a passion to solve work related puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made. Enjoy thinking about the big picture and planning for the future to support the team and clients? You’ll make sure scheduling policies are followed as you survey the landscape for what’s ahead and support the business.

You’ll report to the Manager. You’ll the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You’ll

• Create and maintain agent schedules aligned to forecasted demand
• Manage shifts, rotations, breaks, leaves, and shrinkage patterns.
• Publish schedules within SLA timelines and handle change requests
• Analyze schedule efficiency and recommend optimizations
• Partner with Operations to balance coverage, compliance, and employee experience

What You Bring to the Role

• 6 months or more data analysis experience
• High school diploma or equivalent
• Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• A solution-oriented mindset to ensure happy customers
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Required Skillset

• An analytical mind set.
• Excellent attendance.
• Strong written and verbal communications skills
• Strong attention to detailA team player mindset
• Exceptional problem solving skills
• Proficiency in Microsoft Office applications such as Excel, Outlook (Word and
• Powerpoint knowledge is a plus).
• Should be comfortable working in a 24 by 7 environment (any shift, WOs)

Role Requirements:

• Manage multiple call queues in real time for efficient call center operations
• Manage the call volume, daily attendance, and program break schedules
• Work closely with the operations team to analyze and help improve their delivery processes
• Watch staffing levels at queue level to ensure planned coverage is met on the interval level.
• Manage real-time metrics such as: Service Level, Average Speed of Answer, Schedule, Breaks Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams, site management and Client.)
• Manage Interval, daily, weekly and monthly plan objectives
• Provide Key Performance Indicator (KPI) reporting to Client and Results management teams
• Provide real-time skilling adjustments.
• Serve as the main contact point between Results and our Client Partners.

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantages points and allows every individual to bring value to the table in their own unique way.