Qureos Mentor

Btech

<div>Job Summary
The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.
Key Responsibilities Forecasting &amp; Planning<ul>
<li>
Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload.</li>
<li>Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations.</li>
</ul>
Scheduling &amp; Optimization<ul>
<li>
Develop and maintain agent schedules to ensure adequate coverage across shifts and channels.</li>
<li>Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction.</li>
<li>Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules.</li>
</ul>
Real-Time Monitoring<ul>
<li>
Monitor intraday performance and staffing levels to identify gaps or overages.</li>
<li>Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs).</li>
<li>Communicate with team leaders and supervisors to resolve attendance or adherence issues.</li>
</ul>
Reporting &amp; Analysis<ul>
<li>
Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics.</li>
<li>Provide actionable insights to improve forecasting accuracy and operational efficiency.</li>
<li>Support post-mortem analysis of staffing-related issues and recommend improvements.</li>
</ul>
Collaboration &amp; Support<ul>
<li>
Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning.</li>
<li>Participate in WFM system updates, testing, and process improvements.</li>
<li>Train new team members on WFM tools and procedures as needed.</li>
</ul>
Requirements<ul>
<li>
Bachelor's degree in any field</li>
<li>&#65279;&#65279;1+ years of experience in WFM within a call center</li>
<li>&#65279;&#65279;Analytical thinker with attention to detail</li>
<li>&#65279;&#65279;Excellent communication and coordination skills</li>
</ul>
Benefits<ul>
<li>
Bonus for top achievers up to 3k</li>
<li>Referral program up to 2k</li>
<li>Social and Medical insurance</li>
<li>annual bonus</li>
</ul>
Why Work With Us?<ul>
<li>
&#65279;&#65279;Join a fast-growing, tech-driven company</li>
<li>&#65279;&#65279;Work in a flexible and innovative environment</li>
<li>&#65279;&#65279;Opportunities for growth in workforce operations Requirements:</li></ul></div>

Workforce Planning & Real-Time Specialist

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Btech

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Workforce Planning & Real-Time Specialist