Job Title: Workforce Management (WFM) Specialist

Department: Mortgage

Reporting To: Team Leader / Ops Manager / Sr. Manager

Location: Vadodara

Shift Timings: Versatile start times between 11:30 PM and 5:30 AM IST, aligned to client needs

Role Summary The WFM Specialist is responsible for creating, maintaining, and optimizing schedules for call center agents using a Workforce Management (WFM) tool. The role supports optimal resource coverage to meet service level agreements (SLAs), operational efficiency, and client expectations while balancing agent productivity and adherence.

Key Responsibilities

- Maintain accurate workforce data within the WFM system.
- Create and publish daily, weekly, and monthly agent schedules using the WFM tool
- Manage shift patterns, rotations, breaks, leaves, holidays, and overtime.
- Ensure adequate staffing coverage aligned with forecasted call volumes.
- Process the approved schedule change requests (PTO, shift swaps, VTO, OT, businessapproved adjustments).
- Perform intraday schedule adjustments to address absenteeism, demand fluctuations, or unplanned events.




- Configure and maintain agent skill assignments for accurate routing and prioritization.
- Revert temporary skill changes to maintain longterm workforce balance.
- Ensure compliance with workforce management policies and operational standards.
- Deliver timely and accurate reporting on adherence, occupancy, and service performance.

Essential Skills

- Handson experience with workforce management tools, preferably Ring Central.
- Strong understanding of call center metrics (AHT, SL, ASA, Shrinkage)
- Strong analytical and problemsolving abilities.
- Proficient in MS Excel (pivot tables, formulas, basic analysis)
- Excellent communication and interpersonal skills.
- Ability to thrive in fastpaced, SLAdriven environment.

Experience & Education

- Minimum 3 years of experience with at least 1 year of experience in WFM role in an international call center environment.
- Bachelors/ masters degree (in Commerce/Law/Business administration).

📌 WFM Specialist (Vadodara)
🏢 AIS business solution
📍 Vadodara