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 perf

📌 Project Manager (Bengaluru)
🏢 Brillio
📍 Bengaluru