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
1. 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.
• Robust grasp of Erlang C, shrinkage, occupancy and FTE planning.
• Advanced Excel / Google Sheets; comfortable with SQL or BI dashboards.
• Clear, 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 (Bengaluru)
🏢 Scapia
📍 Bengaluru