This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a WFM Specialist based in India.
This role is ideal for a workforce management professional who enjoys optimizing operations, improving customer experiences, and driving performance through data-driven insights.

You will play a key role in monitoring contact centre performance and ensuring workforce strategies align with business needs.

The position involves collaborating with operational leaders, stakeholders, and planning teams to identify risks and implement effective solutions.

You will contribute to process improvements, reporting automation, and initiatives that enhance efficiency across complex service environments.

With a strong focus on real-time performance management, you will help teams deliver consistent and high-quality customer outcomes.

This opportunity offers a dynamic setting where analytical skills, communication abilities, and continuous improvement mindset are highly valued.

Accountabilities
As a WFM Specialist,



you will be responsible for ensuring effective workforce planning, real-time performance monitoring, and operational efficiency across contact centre environments. You will work closely with stakeholders to identify performance gaps, develop improvement strategies, and support initiatives that enhance customer service delivery.
- Monitor and manage contact centre performance across multiple queues and channels to maintain service levels and customer experience standards.
- Analyse intraday workforce plans to identify capacity gaps, risks, and opportunities for improvement.
- Develop mitigation plans and coordinate actions with relevant stakeholders to address operational challenges.
- Create, maintain, and deliver daily reporting, dashboards, and service-level performance reviews.
- Identify trends, inefficiencies, and process improvements to support better workforce utilization and operational outcome

📌 WFM Specialist (India)
🏢 Jobgether
📍 India