About the role

As WFM in Scapia's CX team, you will own our L1 service metrics — Service Level, Abandon Rate and First Response Time (FRT). You will work with our CX partner every day on forecasting, staffing and rosters.

Key responsibilities

- L1 metric ownership

- Own Service Level, Abandon Rate and FRT across all L1 channels; set daily, weekly and monthly targets with the partner.
- Run daily performance reviews with the partner and drive corrective actions when metrics slip.
- Perform root-cause analysis on SLA misses (volume spikes, AHT drift, shrinkage, schedule adherence) and close the loop with owners.

2. Forecasting and capacity planning
- Build interval-level (30-min) volume and AHT forecasts using historical trends, seasonality, campaigns, product launches and incident patterns.
- Translate forecasts into headcount (FTE) requirements using Erlang/WFM models, factoring in shrinkage, occupancy and attrition.
- Share monthly and quarterly staffing requirements with the partner; track and close hiring, training and ramp-up gaps.
- Plan ahead for known peaks (sale events, statement cycles, travel season, outages) and maintain contingency plans.

3. Roster and real-time management
- Review and approve partner rosters to ensure interval-level staffing matches demand.
- Monitor schedule adherence, login/logout discipline, breaks and leave planning.
- Run real-time queue monitoring and intraday management: re-skilling, overtime calls, channel shifting and escalations during spikes.

4.



Partner governance (day-on-day)
- Act as the single point of contact for the partner on staffing, rosters and L1 performance.
- Run daily huddles, weekly reviews and monthly business reviews with partner leadership.
- Track partner commitments against the contract/SLA and escalate persistent gaps.

5. Reporting and insights
- Publish daily, weekly and monthly WFM dashboards for CX leadership.
- Contribute WFM and L1 metric inputs to the monthly CX business review.
- Identify drivers of contact volume and partner with Product, Ops and Training & Quality to reduce avoidable contacts and AHT.

6. Process and tooling
- Document and improve WFM processes (forecasting, rostering, real-time, billing reconciliation).
- Drive automation of reports and adoption of WFM / telephony tools.

What we're looking for Must-have

- 5–8 years in contact-center workforce management, including forecasting, scheduling and real-time management.
- Experience managing an outsourced BPO / CX partner.
- Strong grasp of Erlang C, shrinkage, occupancy and FTE planning.
- Advanced Excel / Google Sheets; comfortable with SQL or BI dashboards.
- Transparent, firm communicator who can hold a partner accountable while keeping the relationship constructive.

Good to have
- Background in BFSI, credit cards, fintech or travel customer support.
- Experience with WFM tools such as NICE or Exotel.
- Experience reviewing vendor billing against operational data.

📌 Workforce Management (WFM), CX (Bengaluru)
🏢 Scapia
📍 Bengaluru