Workforce Management Agent

FirstClub; Bengaluru; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

FirstClub in Bengaluru seeks a WFM Specialist to own forecasting, capacity planning, scheduling, and real-time performance across voice, chat, and email channels. You will ensure the right number of agents with the right skills to meet service levels and cost targets, balancing customer experience with efficiency.

Key duties include building forecasts, translating them into staffing plans, designing shifts, monitoring adherence, and providing regular performance insights to Ops teams.

Qualifications

• 2–5 years in a contact center WFM role (forecasting/scheduling/RTA)
• Strong command of WFM concepts: Erlang, shrinkage, occupancy, AHT, service level, adherence
• Advanced Excel/Google Sheets (pivot tables, lookups, modeling)
• Hands-on experience with at least one WFM platform (NICE IEX, Verint, Genesys WFM, Calabrio) and ACD/dialer reporting

Responsabilités

• Forecasting & capacity planning across channels and intervals.
• Translate forecasts into staffing requirements using Erlang C/A models.
• Produce rostered headcount plans with shrinkage and leave.
• Design and publish agent shift schedules; multi-skill scheduling.
• Monitor live queues, adherence, and SLA; trigger intraday actions.
• Maintain performance reporting: SLA, occupancy, shrinkage, and forecast accuracy.
• Partner with Ops, Quality, and Recruitment on hiring plans and ramp timelines.

Connaissances

Erlang C modeling

Shrinkage

Occupancy

AHT

Service level

Adherence

Multi-channel WFM

Excel/Google Sheets

SQL

Outils

NICE IEX

Verint

Genesys WFM

Calabrio

Description du poste

The WFM Specialist owns forecasting, capacity planning, scheduling, and real-time performance management across the contact center's voice, chat, and email channels. The role ensures the right number of agents with the right skills are available at the right times to meet service-level and cost targets, balancing customer experience against operational efficiency.

What you'll do:

Forecasting & Capacity Planning

• Build short-term and long-term volume forecasts by channel, queue, and interval using historical trends, seasonality, marketing calendars, and business inputs.
• Translate forecasts into staffing requirements using Erlang C/A models, factoring in AHT, shrinkage, occupancy, and target service levels.
• Produce rostered headcount plans adjusted for planned and unplanned shrinkage (leave, attrition, training, breaks, absenteeism).

Scheduling

• Design and publish agent shift schedules, breaks, and week-offs that align coverage with the interval-level demand curve.
• Manage skill-based and blended scheduling across voice, chat, and email; optimize for multi-skill utilization.
• Handle shift swaps, leave planning, and roster changes while protecting SLA coverage.

Real‑Time Management

• Monitor live queues, adherence, and service levels; trigger intraday actions (skilling changes, overtime, break reshuffles, VTO) to manage spikes and shortfalls.
• Track real-time adherence and conformance, flagging and escalating deviations.

Reporting & Analysis

• Maintain daily/weekly/monthly performance reporting: SLA, ASA, occupancy, shrinkage, adherence, forecast accuracy, and abandonment.
• Conduct variance analysis (forecast vs. actual, plan vs. actual) and recommend corrective actions.
• Partner with Operations, Quality, and Recruitment on hiring plans, ramp timelines, and capacity gaps.

What we're looking for:

• 2–5 years in a contact center WFM role (forecasting/scheduling/RTA), preferably in e-commerce, retail, or D2C.
• Strong command of WFM concepts: Erlang, shrinkage, occupancy, AHT, service level, adherence, and shrinkage-adjusted headcount.
• Advanced Excel/Google Sheets (pivot tables, lookups, modeling); SQL is a plus.
• Hands‑on experience with at least one WFM platform (NICE IEX, Verint, Genesys WFM, Calabrio, or similar) and ACD/dialer reporting.
• Strong analytical and problem‑solving skills with attention to detail.
• Ability to work under pressure, make fast intraday decisions, and communicate clearly with operations leadership.

Must Have

• Experience with multi‑channel/blended environments (voice + chat + email).
• Exposure to BI tools (Power BI, Tableau, Looker) for reporting automation.
• Prior involvement in contact center platform evaluation or migration