WFM Real-Time Specialist

Last Minute Group; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

A European Travel-Tech leader in Bengaluru is seeking a Workforce Management Specialist. This role includes managing real-time service levels, coordinating transport for agents, and optimizing workflows in WFM software. Candidates should have over 3 years of experience in workforce management, with strong analytical skills and proficiency in advanced Excel. The position offers an opportunity to be part of a dynamic team focused on enhancing operational efficiency in a fast-paced environment.

Qualifications

• 3+ years of experience in WFM roles, strong background in Call Center Operations.
• Proven experience as a System Administrator for WFM software.
• Advanced Excel skills including Erlang A/C modeling.

Responsibilities

• Manage real-time Service Levels and Abandon Rates across various communication channels.
• Coordinate transport schedules with real-time shift changes.
• Act as Subject Matter Expert for WFM tool and optimize processes.

Skills

WFM roles experience

System Administrator for WFM software

Advanced Excel skills

Analytical mindset

Transport coordination experience

Tools

Calabrio

Job description

The Company

At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.

Job Description

Main Responsibilities

WF Real-Time & Planning Support

• Live Monitoring: Manage real‑time Service Levels (SL) and Abandon Rates across Chat, Voice, Email and Backoffice.
• Intraday Adjustments: Execute & Ramping strategies (adding or reducing capacity) based on unexpected volume spikes in coordination with internal and external vendors.
• Schedule Adherence: Monitor agent behavior in real‑time, ensuring breaks, lunches, and shift starts are followed to maintain coverage.
• Skill/Queues Management: Implement emergency filters and skill‑set swaps (e.g., routing agents to the Emergency & as directed by the WFM Manager).
• Transport Coordination (Bangalore Hub): Coordinate with the transport desk to ensure agent Cabs schedules align with real‑time shift changes, ensuring safe and punctual arrivals/departures.

WFM Solutions & Technical Administration

• System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g., Calabrio). Manage the backend setup of activity types, agent profiles, and organizational structures.
• Process Optimization: Design and implement new workflows within the WFM tool to automate manual tracking and improve data accuracy.
• Troubleshooting: Identify and resolve technical glitches between the WFM tool and the ACD (Automated Call Distributor) to ensure real‑time data flow.

Candidate Profile

• Experience: 3+ years of experience in WFM roles, with a strong background in Call Center Operations.
• Tool Expertise: Proven experience as a System Administrator for WFM software (Setup and Configuration).
• Technical Skills: Advanced Excel (Erlang A/C modeling, complex formulas). Familiarity with Routing Logic and IVR structures.
• Analytical Mindset: Ability to translate complex data sets into actionable operational decisions under pressure.
• Bangalore Logistics: Experience managing transport/cab coordination for large teams in the Bangalore market.