Job Description
Workforce Management Executive (WFM / RTA)
About the Role
We are looking for a detail-oriented and analytical Workforce Management (WFM) Executive to support real-time operations and ensure optimal staffing, service levels, and workforce efficiency in a fast-paced contact center environment.
The ideal candidate has strong experience in Real-Time Adherence (RTA), scheduling, and intraday management , with the ability to respond quickly to operational changes while maintaining SLA performance.
Key Responsibilities
- Monitor real-time queue performance and agent adherence
- Manage intraday staffing adjustments to meet SLAs and service targets
- Coordinate with Operations teams for attendance, schedule changes, and coverage gaps
- Track and report key WFM metrics (AHT, occupancy, shrinkage, SLAs, utilization)
- Support forecasting, scheduling, and capacity planning activities
- An...