WFM Real-Time Specialist

The WFM Real-Time Specialist will be responsible for the day-to-day execution of service

level strategies. While the primary focus is on Intraday Management and Real-Time

monitoring, the role also contributes to Short-term Planning. This position is pivotal in

ensuring our Bangalore operations maintain optimal staffing levels, including the critical

coordination of agent transport and shift adherence. This an In office model.

Main Responsibilities

WF Real-Time & Planning Support

● Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat,

Voice, Email and Backoffice.

● Intraday Adjustments: Execute & Ramping &  strategies (adding or reducing capacity)

based on unexpected volume spikes in coordination with internal and external

vendors.

● Schedule Adherence: Monitor agent behavior in real-time, ensuring breaks, lunches,

and shift starts are followed to maintain coverage.

● Skill/Queues Management: Implement emergency filters and skill-set swaps (e.g.,

routing agents to the Emergency & as directed by the WFM Manager.

● Transport Coordination (Bangalore Hub): Coordinate with the transport desk to

ensure agent  Cab schedules align with real-time shift changes, ensuring safe and

punctual arrivals/departures.

WFM Solutions & Technical Administration

● System Architecture: Act as the Subject Matter Expert (SME) for the WFM tool (e.g.,

Calabrio). Manage the backend setup of activity types, agent profiles, and

organizational structures.

● Process Optimization: Design and implement new workflows within the WFM tool to

automate manual tracking and improve data accuracy.

● Troubleshooting: Identify and resolve technical glitches between the WFM tool and

the ACD (Automated Call Distributor) to ensure real-time data flow.

Candidate Profile

● Experience: 3+ years of experience in WFM roles, with a strong background in Call

Center Operations.

● Tool Expertise: Proven experience as a System Administrator for WFM software

(Setup and Configuration).

● Technical Skills: * Advanced Excel (Erlang A/C modeling, complex formulas).

● Familiarity with Routing Logic and IVR structures.

● Analytical Mindset: Ability to translate complex data sets into actionable operational

decisions under pressure.

● Bangalore Logistics: Experience managing transport/cab coordination for large teams

in the Bangalore market.

● Working Model : Work from Office

Please note - We work 6 days a week from office(Mon - Sun), rotational shifts - 24/7.