Hybrid role based in Bangalore; act as mission control to monitor data and meet SLAs.
Manage intraday scheduling and staffing to meet live demand.
Develop weekly/monthly rosters based on volume forecasts.
Optimize staffing by balancing preferences, labor laws, and business needs.
Track call volumes and agent status with real time monitoring.
Review historical data to improve future scheduling.

🎯 Requirements

Advanced analytical skills to interpret data and make rapid data driven decisions.
Proficiency with WFM platforms such as NICE IEX, Verint, Genesys, or Avaya.
Strong verbal and written communication for coordinating with Operations Managers.
Proven ability to stay calm in fast paced high volume spikes.

🎁 Benefits

Health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!

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