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 contact center telephony systems and integrations
- Experience supporting schedule optimization initiatives
Desired Qualifications:
- Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field
- Certification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable

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📌 Project Manager380 (Bengaluru)
🏢 Brillio
📍 Bengaluru