Job highlights

- Bachelors degree or equivalent experience . 2-5 years of Workforce Management experience . Educational Qualification and Experience
- Min of 2 years WFM experience . Bachelors degree or equivalent .
- Mandatory Requirement: Hands-on experience with NiCE CXone (Workforce Management application)

Job Summary Mandatory Requirement: Hands-on experience with NiCE CXone (Workforce Management application)

Responsibilities

- Develop and maintain accurate forecasting models using multiple data sources to determine staffing needs for calls, emails, and chats.
- Partner with business stakeholders to understand call drivers, volume trends, and operational impacts.
- Analyze business requirements and design customized workforce solutions.
- Administer and manage Workforce Management platforms for inbound queues.
- Monitor, analyze, and report workforce performance metrics.
- Support scheduling activities and tools.
- Handle off-cycle forecast adjustments.
- Communicate trends and risks to leadership.
- Maintain documentation and process guidelines.





Behavioral competencies

- Strategic Agility

- Stakeholder Management

- Drive for Results

- Qualified Presence

- Talent Development

Qualifications

- Bachelor's degree or equivalent experience
- 2-5 years of Workforce Management experience

Educational Qualification and Experience

- Min of 2 years WFM experience

- Bachelor's degree or equivalent
- Excellence verbal, written and interpersonal communication skills
- Excellent problem-solving and issue resolution
- Solid analytical skills and technical comprehension
- Outstanding written and verbal communication
- Exceptional interpersonal skills and customer care

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr Lead - Workforce Management (Bengaluru)
🏢 First American
📍 Bengaluru