WFM Real-Time Specialist

The WFM Real-Time Specialist will be responsible for the day-to-day execution of service

level strategies. While the primary focus is on Intraday Management and Real-Time

monitoring, the role also contributes to Short-term Planning. This position is pivotal in

ensuring our Bangalore operations maintain optimal staffing levels, including the critical

coordination of agent transport and shift adherence. This an In office model.



Main Responsibilities

WF Real-Time & Planning Support

● Live Monitoring: Manage real-time Service Levels (SL) and Abandon Rates across Chat,

Voice, Email and Backoffice.

● Intraday Adjustments: Execute & Ramping &  strategies (adding or reducing capacity)

based on unexpected volume spikes in coordination with internal and external

vendors.

● Schedule Adherence: Monitor agent behavior in real-time, ensuring breaks, lunch...