Required Skills
- Strong analytical and problem-solving skills.
- Positive written and verbal communication.
- High attention to detail.
- Strong team-player attitude.
- Good knowledge of Microsoft Office, especially Excel.
- Willingness to work in a 24x7 environment, including rotational shifts and week-offs.

Role Responsibilities
- Monitor call queues and ensure adequate staffing in real time.
- Track attendance, breaks, and schedule adherence.
- Monitor key WFM metrics such as Service Level, ASA, AHT, ACW, Occupancy, and Adherence.
- Make real-time staffing and skill adjustments based on business requirements.
- Work closely with Operations to manage staffing and service levels.
- Prepare daily, weekly, and monthly WFM reports and KPI updates.
- Support outage and crisis management by coordinating with IT, Operations, leadership, and clients.
- Manage interval and daily workforce requirements.
- Act as a key point of contact for WFM-related activities with internal teams and client stakeholders.

📌 Senior Specialist WFM (Ahmedabad)
🏢 TTEC
📍 Ahmedabad