IN Workforce Manager
Core
Real-time monitoring, staffing, scheduling, and workforce planning to ensure service levels and operational efficiency for a bank's contact center.
Role type
Workforce Manager
Builds
Staffing schedules and real-time adjustments for contact center operations
Domain
Banking / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management concepts, forecasting, scheduling, real-time analysis, WFM tools (Jeera/Genesys), Excel, data accuracy
Preferred skills
Banking or BPO/contact center experience
Responsibilities
Monitor real-time call volumes, queues, and agent availability; Take corrective actions to maintain SLA and staffing alignment; Manage forecasting, scheduling, and shift planning; Track schedule adherence, shrinkage, occupancy, and productivity; Publish daily/weekly reports on performance, forecasting accuracy, and SL; Coordinate with Ops, HR, and Training on staffing and off-floor activities; Support WFM tools and maintain accurate data
