Workforce Management Specialist

SolarEdge Technologies Inc.; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

SolarEdge Technologies Inc. is looking for a Workforce Management Specialist in Bengaluru, India. The role involves monitoring call volumes, analyzing performance metrics, and creating schedules based on forecasts.

The ideal candidate should have 1-2 years of experience in a relevant role, be proficient in Erlang-C calculations, and possess excellent communication skills. This position offers the opportunity to work closely with leadership in a fast-paced environment.

Qualifications

• 1–2 years of experience in a workforce management role.
• Experience utilizing Erlang-C calculations for staffing needs.
• Excellent verbal, written, and interpersonal communication skills.

Responsibilities

• Monitor daily call volume and key performance metrics.
• Provide actionable data to internal support groups.
• Create schedules and adjust according to call center needs.

Skills

Workforce management

Erlang-C calculations

Communication skills

Microsoft Excel

Tools

Microsoft Office

Power BI

Job description

Workforce Management Specialist

India, Bangalore

Job Description

SolarEdge Technologies (JD- Workforce Administrator). What will you be doing?

• Monitor daily call volume and other key performance metrics
• Analyze real‑time adherence data to identify trends and training opportunities
• Maintain users and profiles within WFM software
• Create schedules based on the forecast and adjust for daily call center and agent needs
• Work closely with leadership to schedule trainings/meetings with minimal impact to support coverage
• Provide actionable data to various internal support groups as needed
• Provide feedback to call center team leaders and managers
• Prepare and analyze internal reports for applicable KPIs
• Perform other duties as assigned

Job Requirements

• 1–2 years of experience in a workforce management role
• Experience utilizing Erlang‑C calculations for staffing needs
• Remain firm and assertive, keeping customer experience as the number one priority
• Excellent verbal, written, and interpersonal communication skills
• Self‑motivated, self‑starter
• Exceptional listening and analytical skills
• Strong time management skills
• Ability to multitask and successfully operate in a fast‑paced, team environment
• Adapt well to change and successfully set and adjust priorities as needed
• Proficient with Microsoft Office (intermediate Word, advanced Excel, Power BI)