Senior Specialist, WFM Planning
TTEC is seeking a Workforce Management Specialist in Ahmedabad to oversee scheduling and real-time call center metrics. The role involves managing agent schedules, monitoring queue performance, and providing KPI reporting to clients. Candidates should have experience in data analysis and proficiency in Microsoft Office applications. This position requires working in a 24/7 environment to ensure optimal staffing levels and service quality.
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Experience
0+ years
Function
Operations
Work mode
Onsite, India
Company
Tier 2
What you will work on
TTEC is seeking a Workforce Management Specialist in Ahmedabad to oversee scheduling and real-time call center metrics. The role involves managing agent schedules, monitoring queue performance, and providing KPI reporting to clients. Candidates should have experience in data analysis and proficiency in Microsoft Office applications. This position requires working in a 24/7 environment to ensure optimal staffing levels and service quality.
TAL's take
Solid role at a large, established global BPO provider with clearly defined operational responsibilities.
The JD provides a highly specific description of WFM tasks, metrics, and daily responsibilities.
Must haves
- 6 months or more data analysis experience
- Proficiency in Microsoft Excel and Outlook
- Strong analytical mindset
- Ability to work in a 24/7 environment
- Strong attention to detail
Tools and skills
Nice to have: microsoft word, microsoft powerpoint.
About the company
Global BPO and customer experience provider with established operations.