Job Title: Workforce Management (WFM) Specialist

Department: Mortgage
Reporting To: Team Leader / Ops Manager / Sr. Manager
Location: Vadodara
Shift Timings: Flexible 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.
Solid 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 setting.

Experience & Education
Minimum 3 years of experience with at least 1 year of experience in WFM role in an international call center workplace.
Bachelors/

📌 Wfm Specialist Vadodara
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