Job Title: Workforce Management (WFM) Executive - Customer Service Operations

Location: Gurugram, Haryana

Experience: 3-4 Years

Reports To: Manager Customer Service Operations

Role Overview:

We are looking for an experienced RTM / WFM / MIS Executive with 3+ years of experience in Contact Center Operations. The role involves workforce forecasting, scheduling, real-time monitoring, and MIS reporting to ensure SLA achievement, optimal staffing, and smooth customer service operations.

Key Responsibilities:

Prepare forecasts and create rosters based on call volumes and business requirements.

Manage shift planning, leave scheduling, shrinkage, and manpower alignment.

Monitor real-time queue performance, SLA, adherence, occupancy, AHT, and TAT.

Take intraday actions (break adjustments, agent reallocation, overtime planning).

Generate daily/weekly/monthly MIS reports and dashboards (SLA,



Forecast vs Actual, Productivity, Shrinkage).

Analyze performance trends and provide actionable insights.

Coordinate with Operations, HR, Quality, and Training teams for workforce planning and service continuity.

Support process improvements to enhance efficiency and reduce idle time.

Required Skills:

3+ years’ experience in WFM / RTM / MIS in a Contact Center environment.

Robust understanding of KPIs: SLA, AHT, TAT, Occupancy, Shrinkage, Adherence.

Advanced MS Excel skills (Pivot, Lookup formulas, Dashboards).

Strong analytical and real-time decision-making ability.

Good communication and stakeholder management skills.

Knowledge of WFM tools / Power BI (preferred)

📌 Workforce Management (Gurugram)
🏢 Global Assure
📍 Gurugram