Role & Responsibilities:Forecasting & Capacity Planning • Volume Prediction: Analyse historical data, seasonal trends, and marketing campaigns
to forecast call, chat, and email volumes by interval.
• Staffing Requirements: Calculate Full-Time Employee (FTE) requirements and build
long-term and short-term capacity plans.
• Shrinkage Management: Account for non-production time, including breaks, lunches,
training, meetings, and planned/unplanned leaves

Scheduling & Optimization • Shift Creation: Design and publish multi-week agent schedules that align with
anticipated customer demand and agent availability.
• Leave & Time-Off Management: Review and approve vacation, time-off requests, and
shift trades based on staffing thresholds.
• Break Optimization: Schedule offline activities during low-volume intervals to protect
service levels during peak hours.
Real-Time Monitoring & Intraday Management • Queue Tracking: Monitor live metrics (Service Level, Average Speed of Answer,
Occupancy, and Adherence) using WFM software
• Intraday Adjustments:



React to unexpected call spikes or high absenteeism by calling
in overtime, shifting breaks, or moving staff across channels.
• Adherence Tracking: Track live agent schedule adherence and coordinate with
operations team leads to address compliance issues.

Reporting & Analytics • Performance Reporting: Generate daily, weekly, and monthly reports on key
performance indicators (KPIs) like service level, adherence, and occupancy.
• Data Insights: Provide operations management with recommendations to improve
efficiency, reduce shrinkage, and optimize staffing models

Applicants should possess the following attributes:• Solid working knowledge of industry-standard WFM tools (e.g., NICE, Verint,
Calabrio, Genesys) and advanced Excel skills.
• Analytical Mindset: Ability to interpret large data sets, identify trends, and spot
operational anomalies.
• Communication: Excellent verbal and written communication skills to present metrics
clea

📌 Senior. Officer/Officer (Navi Mumbai)
🏢 BOBCARD
📍 Navi Mumbai