Role &

• Responsibilities: Forecasting &

• Capacity Planning • Volume Prediction: Analyze 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: • Strong 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 clearly to operations and HR stakeholders.

• Composure Under Pressure: Ability to make quick, calm decisions during high-stress, real-time volume spikes.

BOBCARD is a Non-Deposit Accepting Non–Banking Finance Company (NBFC). BOBCARD was established in the year 1994 to cater to the need of rapidly growing credit card industry in a focused manner. BOBCARD is one among the pioneers in Indian card market and was the first non-banking company in India to issue credit cards.

The company’s core business is credit card issuance.

📌 Manager/Deputy Manager - Customer Experience (Navi Mumbai)
🏢 BOBCARD
📍 Navi Mumbai