Senior Executive

Job Overview

The Workforce Management (WFM) Executive will be responsible for the strategic planning, forecasting, scheduling, and real-time management of workforce resources to ensure operational efficiency.

This role involves analyzing data to optimize workforce productivity, maintain service level agreements (SLAs), and ensure seamless operations within the company's customer service or contact center environment.

The WFM Executive will work closely with management teams to ensure that the right number of staff are available at the right time to meet business needs.

Key Responsibilities

- Forecasting & Scheduling:

- Develop and maintain short-term and long-term workforce forecasts based on historical trends, seasonality, and business expectations.

- Create and manage employee schedules to ensure optimal staffing levels and adherence to SLAs.

- Adjust schedules in real-time to respond to changes in demand or unplanned events, such as absenteeism or call volume spikes.

- Real-Time Management:

- Monitor real-time call volume, staff performance, and adherence to schedules.

- Make immediate adjustments (such as adjusting breaks, shift changes, etc.) to maintain service level targets.

- Provide real-time support and guidance to agents to ensure productivity and adherence to performance metrics.

- Data Analysis & Reporting:

- Analyze historical and real-time data to identify trends, opportunities for improvement, and staffing inefficiencies.

- Prepare and present daily, weekly, and monthly reports on performance metrics, forecast accuracy, adherence, and other key workforce KPIs.

- Provide recommendations for improving scheduling practices, staffing efficiency, and overall operational performance.

- Collaboration & Communication:

- Collaborate with Operations, HR, and Training teams to ensure workforce alignment with operational needs.

- Liaise with managers to discuss any operational issues related to workforce management and staffing requirements.

- Communicate and manage agent schedule changes, adherence violations, and other workforce issues.

- Tool & System Management:

- Utilize workforce management software (e.g., NICE, Verint, Aspect) to build and maintain schedules, track performance, and analyze data.

- Support the implementation and optimization of WFM tools and systems to enhance operational efficiency.

- Performance Monitoring & Adherence Management:

- Ensure agents adhere to their schedules (e.g., login times, break times, off-phone activities).

- Investigate and report on adherence issues and work with management to resolve them.

- Capacity Planning:

- Work with operations to forecast staffing needs and adjust for growth, promotions, and other factors that may affect workload.

- Help to identify potential gaps in service levels and recommend actions to bridge those gaps.

Qualifications & Skills

- Education:

- Bachelor's degree in business administration, Operations Management, or related field ( Fresher is also welcome)

- Skills:

- Strong analytical skills with the ability to interpret data and generate actionable insights.

- Excellent communication and interpersonal skills.

- Proficiency in MS Excel (advanced level), with the ability to create reports, dashboards, and analyze data.

- Ability to manage multiple tasks simultaneously and work under pressure.

- Problem-solving skills, especially in high-pressure or real-time situations.

- Attributes:

- Strong attention to detail and organizational skills.

- Ability to work independently and as part of a team.

- Flexibility and adaptability to changing business needs.

- Customer-centric mindset with a focus on service level excellence.

Work Environment

- Hours:

- Standard office hours (flexibility may be required depending on the needs of the business, including weekends or holidays).

- Location: Pune

- Team Structure:

- The WFM Executive will work closely with the WFM Manager, team leaders, and agents across different departments, and will collaborate with various stakeholders in the organization.