WFM Real-Time Specialist

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

Job summary

Last Minute Group is looking for a WFM Real-Time Specialist in Bangalore to oversee day-to-day service level strategies. The role includes live monitoring of service levels, intraday adjustments, and coordination of agent transport for optimal staffing levels.

This in-office position requires 3+ years of WFM experience, expertise in systems like Calabrio, and advanced technical skills. We offer a demanding working model involving rotational shifts and a 6-day workweek.

Qualifications

• 3+ years of experience in WFM roles required.
• Proven experience in managing WFM software setups and configurations.
• Ability to model Erlang A/C and work with complex Excel formulas.

Responsibilities

• Manage real-time Service Levels and Abandon Rates across multiple channels.
• Execute intraday adjustments based on volume spikes.
• Monitor schedule adherence for agent behavior to ensure coverage.
• Ensure transport schedules align with real-time agent shifts.

Skills

WFM roles experience

Call Center Operations

System Administrator for WFM software

Advanced Excel

Routing Logic familiarity

Analytical Mindset

Transport coordination experience

Tools

Calabrio

Job description

https://corporate.lastminute.com/careers/job/?id=744000128872609&jobName=WFM%20Real-Time%20Specialist

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

The WFM Real-Time Specialist will be responsible for the day-to-day execution of service level strategies. While the primary focus is on Intraday Management and Real-Time monitoring, the role also contributes to Short-term Planning. This position is pivotal in ensuring our Bangalore operations maintain optimal staffing levels, including the critical coordination of agent transport and shift adherence. This is an In office model.

Main Responsibilities

• 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 Cabschedules 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.

Working Model

• Work from Office.

Please note – We work 6 days a week from office(Mon – Sun), rotational shifts – 24/7.