Project Manager
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Job requirements
Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are met
Track and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherence
Identify and address performance variances, emerging trends, and operational risks impacting business objectives
Recommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilization
Coordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challenges
Maintain and administer workforce management systems, ensuring data integrity and accurate schedule uploads




Prepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholders
Support continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variances
Required Skills:
Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or Aspect
Expertise in real-time analysis and intraday management within contact center environments
Solid knowledge of workforce management principles, staffing concepts, and service level management
Advanced Microsoft Excel skills for data analysis and reporting
Experience with maintaining workforce management systems and dashboards
Preferred Skills:
Experience with automation or scripting for workforce management reporting
Familiarity with advanced analytics platforms for operational performance monitoring
Knowledge of c

📌 Project Manager (Bengaluru)
🏢 Brillio
📍 Bengaluru