Required Skills
Solid analytical and problem-solving skills.
Positive 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