46 Shift Management jobs in India

We are looking for a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support the effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment.

Key Responsibilities:

Workforce Management (WFM):

• Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX).
• Coordinate shift bids, schedule changes, and time-off planning.
• Monitor intraday performance and adjust staffing in real-time as needed.

Quality Management (QM):

• Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms.
• Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism.
• Collaborate with supervisors and training teams to close performance gaps and improve customer experience.

Reporting & Analysis:

• Generate and distribute performance reports (adherence, occupancy, QA scores, service levels).
• Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness.

System Administration & Support:

• Administer user profiles, roles, and access within WFM/QM systems.
• Work with IT/Telecom teams for system updates, upgrades, and issue resolution.
• Conduct testing and validation after system changes or configuration updates.

Process Improvement:

• Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking.
• Participate in cross-functional initiatives related to agent performance, training, and optimization.

We are looking for a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support the effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment.

Key Responsibilities:

Workforce Management (WFM):

• Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX).
• Coordinate shift bids, schedule changes, and time-off planning.
• Monitor intraday performance and adjust staffing in real-time as needed.

Quality Management (QM):

• Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms.
• Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism.
• Collaborate with supervisors and training teams to close performance gaps and improve customer experience.

Reporting & Analysis:

• Generate and distribute performance reports (adherence, occupancy, QA scores, service levels).
• Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness.

System Administration & Support:

• Administer user profiles, roles, and access within WFM/QM systems.
• Work with IT/Telecom teams for system updates, upgrades, and issue resolution.
• Conduct testing and validation after system changes or configuration updates.

Process Improvement:

• Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking.
• Participate in cross-functional initiatives related to agent performance, training, and optimization.

• Manage day-to-day operations of the Contingent Workforce (CW) Program , ensuring smooth execution of program activities
• Partner closely with internal Adobe teams and the Managed Service Provider (MSP) to support and optimize the CW lifecycle
• Provide operational support and guidance to line managers on CW policies, guidelines, and procedures
• Monitor and approve new worker requests , ensuring alignment with internal compliance and operational standards
• Act as the first point of escalation for CW-related issues, ensuring timely and effective resolution
• Collaborate with stakeholders to ensure efficient onboarding and offboarding of contingent workers
• Maintain and update process documentation ; ensure accurate and timely communication of process changes to stakeholders
• Support audit processes and lead documentation readiness to maintain program compliance
• Contribute to quarterly projects and other strategic initiatives to improve CW program effectiveness and efficiency
• Deliver a high standard of client service and proactively work to enhance the CW experience for stakeholders and workers
• Identify and recommend process improvements based on trends, feedback, and observed inefficiencies
• Perform other related duties and support special projects as assigned

Summary

Scope of this Role :

Scope includes Workforce team leadership & development, labor planning & optimization , real-time queue management, advanced analytics, process design/enhancements, departmental budgeting, strategic planning , contact routing design, self-service & Call Deflection capability improvement ideas  and implementation support, and general consultation regarding contact center industry & best practices.

What we're looking for

Workforce Management

• Must have SIGNIFICANT NICE IEX administration & configuration  experience.
• Leadership acumen with the ability to present complicated analytical analyses to peers and senior leadership.
• Ability to manage multiple critical tasks and prioritize those tasks effectively.
• Candidate should have a minimum of 15 years progressive experience within inbound contact center workforce management supported by NICE IEX WFM software .
• Expert level experience using NICE InContact (CXOne) .

Job Description

Workforce Management effectively monitors and tracks call flow volumes to ensure service standards are met. The Lead Consultant will perform complex staffing and forecasting models to drive service level and customer satisfaction results to achieve and exceed service level guarantees and smart goals

Job Responsibilities