Workforce Management (WFM)

Overview

Develop, create, adjust, and maintain agent rosters based on business and client requirements. Perform real-time schedule monitoring and adjustments to manage call volume fluctuations and staffing changes in accordance with SOPs. Allocate shifts, breaks, and off days while balancing business needs, contractual requirements, and agent preferences. Monitor schedule adherence and workforce utilization, working closely with Operations to resolve issues. Maintain workforce forecasts and support daily and short-term workforce planning activities. Prepare and deliver weekly, monthly, and ad-hoc workforce and scheduling reports. Manage multiple tasks efficiently in a fast-paced, high-volume operational environment while ensuring data accuracy.

Responsibilities

• Develop, create, adjust, and maintain agent rosters based on business and client requirements.
• Perform real-time schedule monitoring and adjustments to manage call volume fluctua...