504 Workforce 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.

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

Responsibilities

Support operations from scheduling & real time perspective Support operations with daily/Weekly/Monthly reports and other dashboards Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc Track outages and impact of such events Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target

Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Interact with clients for FTE/Delivery Targets and other planning assumptions Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc.

Functional Skills and Competencies  To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels Minimum 5 years of work experience in Contact Centre,

minimum 2 years in Supervisory role in WFM Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) Overall Understanding of the Workforce Management, along with operational management

Sound knowledge of Capacity Planning and Real time Management Understands and know the purpose of the role and how it links to the other roles Sound knowledge of MS Suit Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrency etc.

Analyze situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels Consistently demonstrates organization Values and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations Develop excellent working relationships with Stakeholders and team

Skills  Must have excellent analytical, presentation & communication skills Sound knowledge of MS Suit should be well versed with WFM tools like IEX, Genesys, Liveperson etc Experience on WFM tools and in-depth knowledge on their features