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Protocol Intelligence
Data-driven signals on your job's competitivenessModerate competition due to Bangalore location and 3+ years mid-level role, but niche WFM tool skills limit applicants.
High—skills tied to contact center WFM, ACDs, and routing platforms limiting industry transferability.
Moderate strictness—explicit 3+ years and WFM/ACD tool experience required, but no certifications demanded.
Job Description
Structured overview of role & requirementsAbout This Role
Provide troubleshooting and coordinate escalations for global inbound/outbound call routing and system issues, including switch and ACD systems.
Monitor call centers' real-time operations to manage call volume, labor resources, and queue settings to achieve organizational and client goals.
Analyze call patterns and performance data to recommend and implement adjustments to labor utilization and routing strategies.
Minimum Requirements
Minimum 3+ years of workforce management experience (Real-Time Adherence or greater).
At least 1 year experience with WFM tools, scheduling, or equivalent platforms.
Bachelor's degree from a four-year college or university program.
Proficiency with Aspect/IEX WFM tools, Microsoft Office, and familiarity with multi-channel ACD platforms like InContact/Oracle.
Ideal Candidate Profile
Experience operating in 24/7/365 call center environments managing real-time workforce and routing adjustments under pressure.
Strong analytical skills with ability to interpret call center data and recommend immediate operational improvements.
Demonstrated ability to communicate escalations and updates effectively to senior management and stakeholders.