Workforce Management (WFM)

Job Description

The Workforce Management (WFM) Real-Time Planner is responsible for monitoring operational performance and ensuring optimal staffing levels throughout the day. The role involves managing schedules, analyzing call volumes, and making real-time adjustments to maintain service levels. The planner collaborates with operations and forecasting teams to maximize productivity and customer satisfaction. Strong analytical and decision-making skills are essential.

Key Responsibilities:

Monitor real-time service levels and operational performance.
Track agent attendance, adherence, and schedule compliance.
Adjust staffing based on call volume fluctuations.
Coordinate with operations teams to manage workforce availability.
Generate real-time operational reports and dashboards.
Identify risks affecting service level agreements (SLAs).
Support forecasting and capacity planning activities.
Recommend workforce optimization strategies to improve efficiency.