Location: Mohali

Experience: 5–8 Years

Employment Type: Full time

Department: Operations & Technology

Role Overview

We are looking for an experienced Senior Workforce Management (WFM) & Business Intelligence Specialist who can independently design, develop and implement a comprehensive workforce monitoring and reporting system for our outbound contact centre operations.

Currently, we are looking to establish a centralised system that provides real-time and historical visibility into agent attendance, login/logout activity, break management, calling hours, productivity and overall operational performance.

The successful candidate will be responsible for building this reporting infrastructure from scratch, integrating relevant data sources and developing management dashboards that help improve workforce efficiency and accountability.

Key Responsibilities

1. Workforce Monitoring System Implementation

- Design and implement a centralised agent monitoring and workforce reporting system.
- Develop mechanisms to capture agent login and logout times.
- Track actual working hours against scheduled shifts.
- Monitor late arrivals, early departures and attendance exceptions.
- Track individual agent activity throughout the working day.
- Implement automated attendance and workforce reports.

2. Break Management & Schedule Adherence

- Develop a system to record break start and end times.
- Monitor individual break durations and total daily break time.
- Track scheduled versus actual break timings.
- Identify extended, missed or unauthorised breaks.
- Develop schedule adherence and workforce utilisation reports.

3. Contact Centre Productivity Analytics

- Capture and analyse total outbound calls and connected calls.
- Calculate total talk time and average talk time.
- Track hold time, after-call work (ACW), idle time and available time.
- Monitor agent productivity and calling efficiency.
- Integrate sales and transfer data to measure agent performance.
- Develop agent-wise,



team-wise and campaign-wise productivity reports.

4. Business Intelligence & Dashboard Development

- Design and develop interactive dashboards using Power BI or equivalent BI platforms.
- Create real-time operational dashboards for management and team leaders.
- Develop daily, weekly and monthly performance reports.
- Build customised reports covering attendance, breaks, calling activity, productivity and sales.
- Implement automated reporting and exception alerts.
- Provide actionable insights to improve operational performance.

5. Data Integration & Engineering

- Integrate data from Twilio Flex, Zoho CRM and other operational systems.
- Work with APIs, webhooks and automated data extraction processes.
- Build reliable data pipelines and centralised reporting databases.
- Perform data cleaning, transformation, validation and reconciliation.
- Ensure reporting accuracy and consistency across different systems.
- Implement appropriate data retention, monitoring and recovery mechanisms.

6. Workforce Analytics & Process Improvement

- Analyse agent utilisation and productive working hours.
- Identify productivity gaps and operational inefficiencies.
- Develop KPIs for workforce performance measurement.
- Recommend improvements in scheduling, break allocation and operational efficiency.
- Work closely with operations managers to understand reporting requirements and translate them into technical solutions.

Required Technical Skills

- Strong hands-on experience with Power BI.
- Advanced SQL and database management skills.
- Excellent knowledge of data modelling and Power Query.




- Strong understanding of DAX and dashboard development.
- Experience building automated reporting systems.
- Experience integrating data through REST APIs and webhooks.
- Understanding of contact centre operations and workforce management metrics.
- Ability to independently design and implement reporting solutions from scratch.

Preferred Skills

- Experience with Twilio Flex reporting and analytics.
- Experience with Zoho CRM data integration.
- Python for data processing and automation.
- Experience with cloud databases and data warehouses.
- Familiarity with workforce management platforms and schedule adherence systems.
- Experience working with outbound sales or BPO operations.
- Knowledge of Microsoft Azure or AWS.

Expected Deliverables

The selected candidate will be expected to deliver:

- A centralised agent attendance and login/logout monitoring system.
- Automated break tracking and schedule adherence reporting.
- Real-time visibility into agent calling activity and productivity.
- Agent-wise and team-wise performance dashboards.
- Integration of telephony and CRM data for end-to-end performance reporting.
- Automated daily, weekly and monthly management reports.
- Historical reporting and trend analysis.

Ideal Candidate Profile

We are looking for someone who is technically strong, analytical and comfortable taking complete ownership of a new implementation.

The candidate should not be limited to preparing Excel reports or maintaining existing dashboards. They must have practical experience designing and implementing data-driven reporting systems, integrating multiple platforms and converting operational data into meaningful business intelligence.

The ideal candidate should be capable of independently building a complete workforce monitoring and analytics ecosystem from the ground up.

Pay: Up to ₹1,200,000.00 per year

Work Location: In person

📌 Senior Workforce Management (WFM) & Business Intelligence Specialist (Sahibzada Ajit Singh Nagar)
🏢 Symbexi
📍 Sahibzada Ajit Singh Nagar