Workforce Management Specialist

Workforce Management Executive (WFM / RTA)

About the Role

We are looking for a detail-oriented and analytical Workforce Management (WFM) Executive to support real-time operations and ensure optimal staffing, service levels, and workforce efficiency in a fast-paced contact center environment.

The ideal candidate has strong experience in Real-Time Adherence (RTA), scheduling, and intraday management , with the ability to respond quickly to operational changes while maintaining SLA performance.

Key Responsibilities

• Monitor real-time queue performance and agent adherence
• Manage intraday staffing adjustments to meet SLAs and service targets
• Coordinate with Operations teams for attendance, schedule changes, and coverage gaps
• Track and report key WFM metrics (AHT, occupancy, shrinkage, SLAs, utilization)
• Support forecasting, scheduling, and capacity planning activities
• An...