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Metro location and common WFM role attract moderate applicant competition despite domain specificity.
Requires contact-center WFM experience and tooling, limiting transferability across industries.
Mandatory two years WFM RTM experience and WFM tool familiarity increase shortlisting filters.
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Manage intraday real-time monitoring of service levels and agent performance across multiple sites and channels.
Drive adherence to expected capacity and communicate changes to contact patterns with operations and WFM teams.
Prepare and update performance reports, resolve escalated issues, and support real-time adjustments and special projects for WFM services.
Minimum 2 years of experience in Workforce Management Real Time Management (WFM RTM).
Graduation degree required.
Experience with WFM software and tools (e.g., NICE WFM, Verint, Aspect) is preferred but not mandatory.
Willingness to work in all shifts.
Experienced in managing real-time WFM operations in contact center environments with multi-site and multi-channel presence.
Strong analytical skills with knowledge of call center metrics such as service-level, ASA, AHT, occupancy, and staffing.
Comfortable working in fast-paced, operational roles requiring real-time decision making and communication with multiple stakeholders.