Senior Executive - REF115220X - WFM+MIS

Job Title:

Workforce Management (WFM) Associate/ Sr Associate

Job Summary:

The WFM Associate supports workforce planning activities by monitoring performance, maintaining reports, tracking staffing metrics, and assisting in scheduling and real-time management to ensure operational targets are achieved.

Key Responsibilities

1. Real-Time Monitoring

• Monitor queues, staffing levels, and service levels in real time.
• Track agent adherence and attendance.
• Escalate staffing variances and SLA risks to Operations and WFM leadership.
• Support intraday staffing adjustments to maintain performance.

2. Reporting & MIS

• Prepare daily, weekly, and monthly reports.
• Track key metrics such as SLA, AHT, Shrinkage, Occupancy, Productivity, and Adherence.
• Ensure timely and accurate report delivery.
• Validate data and maintain reporting accuracy.

3. Scheduling Support

• Assist in roster creation and schedule maintenance.
• Process shift swaps, leaves, and schedule changes.
• Update workforce management tools with employee schedule information.

4. Capacity Planning Support

• Assist in gathering and analyzing historical performance data.
• Support forecasting and capacity planning activities.
• Maintain staffing trackers and headcount reports.

5. Process Compliance

• Follow established WFM processes and SOPs.
• Ensure data confidentiality and reporting compliance.
• Identify and highlight process improvement opportunities.

Required Skills

• Good understanding of WFM concepts.
• Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, COUNTIF, COUNTIFS, SUMIF, SUMIFS, If, IFS, Charts).
• Strong analytical and numerical skills.
• Attention to detail and reporting accuracy.
• Good communication and stakeholder management skills.
• Knowledge of WFM tools (IEX, NICE, Verint, Genesis etc.) is preferred.

Experience

• 2- 3 years of experience in Workforce Management, MIS, Reporting, or Contact Center Operations.

Graduate in any discipline