Required Skills

- Strong analytical and problem-solving skills.

- Good written and verbal communication.

- High attention to detail.

- Robust 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