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Tier-1 employer, remote/flexible role, and metro Bangalore location increase applicant competition.
WFM skills are moderately transferable across contact-centre and operations roles, but industry context matters.
Requires specific WFM skills and scheduling expertise but lacks explicit years, so filters are moderately strict.
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Monitor and drive real-time contact centre performance across all queues to ensure outstanding customer service and advocacy.
Own daily real-time reporting and manage intraday operational efficiency, including incident and business continuity management.
Lead and implement initiatives to improve contact centre efficiency, stakeholder management, and process development.
Strong understanding of workforce planning principles including demand, capacity, shrinkage, and coverage modelling.
Experience building realistic and executable schedules based on forecasts.
Ability to communicate clearly and engage effectively with stakeholders and operational leaders.
Work Experience Required: Not explicitly mentioned in the JD.
Operates with a data-driven, end-to-end ownership style focused on workforce planning and real-time performance management.
Experienced collaborating across cross-functional teams including HR and operations to implement process improvements.
Skilled at identifying operational risks and driving tactical solutions in a complex, multi-group contact centre environment.