- Monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels.
- Compare forecast vs actual volume trends.
- Identify staffing shortages and surpluses.
- Execute intraday recovery plans.

- Monitor agent schedule adherence.
- Track late login, extended breaks and offline exceptions.
- Escalate adherence breaches to Operations.
- Maintain adherence governance reporting.

Skills Required

- Solid understanding of SLA, ASA, Occupancy and AHT.
- Advanced Excel.
- Real-time management tools.
- Decision making under pressure.
- Stakeholder communication.

Experience
- 2-5 years of WFM experience.
- Voice Contact Center experience preferred.
- Shift-Night Shift
- One way cab facility

Interested Please Contact Krishna-(phone hidden)

Role: Customer Onboarding - Voice / Blended, Industry Type: BPM / BPO, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Voice / Blended Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills OccupancySLAAhtASA

📌 Immediate Opening For WFM-Pune
🏢 Wipro
📍 Pune