Wfm Specialist

Inspiration Manpower Consultancy; Chennai District; On-site; INR 550,000 - 750,000; Full time

Job summary

Inspiration Manpower Consultancy in Chennai is seeking a Subject Matter Expert (SME) for Workforce Management to lead forecasting, scheduling, and capacity planning. The role requires 5+ years of WFM experience and graduate or postgraduate qualifications.

It is a permanent, on-site position with night shifts, and a short notice period of immediate to 30 days. You will implement and optimize WFM tools such as NICE, Verint, IEX, and Genesys, monitor real-time performance, and drive adherence and

Qualifications

• 5+ years of experience in WFM, RTA, Forecasting and Scheduling.
• Graduate or postgraduate qualification required.
• Night shift and on-site work environment.

Responsibilities

• Lead capacity planning and forecasting, scheduling, and real-time monitoring processes.
• Assist with implementing and optimizing WFM tools (NICE, Verint, IEX, Genesys) to enhance planning and analytics.
• Monitor agent and site-level activities in real time, including schedules and schedule adherence.
• Manage non-productive activities and breaks to ensure SLA integrity.
• Track exception inputs from Operations for accurate reporting and RCA.

Skills

WFM

Forecasting

Scheduling

Capacity Planning

RTA

Education

Graduate and postgraduate

Tools

NICE

Verint

IEX

Genesys

Job description

Type of Job: Permanent

Job Location: Chennai

Job Role: Workforce Management, WFM, RTA, Forecasting, Scheduling, Capacity Planning

Designation: SME (Subject Matter Expert)

Experience: 5Years - 7Years

Salary: 5.50LPA - 7.50LPA

Work mode: Work from office

Qualification: Graduate and postgraduate.

Notice Period: Immediate - 30 Days max.

Shift: Night Shift

Flexible work from office all 5 days.

Must have 5+ Years experience in WFM, RTA, Scheduling, Capacity planning.

Roles and Responsibilities

• 5+years experience in capacity planning and Forecasting (workforce planning scheduling. and real-time monitoring processes)
• Assist with the implementation and optimization of WFM tools (e.g.. NICE, Verint, IEX, Genesys) to enhance workforce planning and analytics.
• Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office).
• Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA.
• Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA(Root cause analysis).