TTEC is looking for experienced Workforce Management professionals to join our WFM Planning team in Ahmedabad.
We are seeking candidates with hands-on experience in WFM Planning and Scheduling, preferably within a BPO/contact center environment. Candidates must have robust working knowledge of Verint WFM and should be comfortable managing schedules, staffing requirements and workforce planning activities.
The successful candidate will play a key role in ensuring optimum workforce utilization and maintaining the right staffing levels to support business and operational requirements.
Key Responsibilities
- Develop, maintain and optimize employee schedules based on forecasted volumes and staffing requirements.
- Use Verint WFM to create and manage employee schedules, shift patterns, activities and staffing plans.
- Analyze staffing requirements and identify potential understaffing or overstaffing situations.
- Ensure schedules provide appropriate coverage across required intervals and business hours.
- Manage scheduling requirements related to training, meetings, coaching, leave and other offline activities.
- Make schedule adjustments based on changing business and operational requirements.
- Support effective workforce utilization while maintaining required service levels.
- Analyze schedule adherence and identify opportunities for improvement.
- Work closely with Operations, RTA, Forecasting and other WFM stakeholders.
- Support capacity planning and staffing requirement analysis.
- Prepare and maintain WFM reports and dashboards.
- Analyze workforce data and provide actionable insights to stakeholders.
- Identify scheduling gaps, risks and opportunities and recommend appropriate solutions.
- Ensure WFM activities