Service Excellence (WFM) Associate

About The Role

This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time.

As our Astronaut, your missions are

Capacity Planning & Forecasting

Build intra-day, daily, and monthly volume forecasts using Erlang-C models, accounting for local seasonal peaks

Intraday Queue Management

Continuously monitor real-time queue metrics across multi-channel environments and adjust agent routing dynamically during unexpected traffic spikes

Performance & Adherence Tracking

Track Real-Time Adherence (RTA), shrinkage (planned vs. unplanned), Occupancy, Average Handling Time (AHT), and Auxiliary (AUX) time to maximize operational productivity.

Roster Optimization

Design weekly shift schedules, break timings, and time-off allocations while ensuring compliance regulations.

In order to launch the missions successfully, you need to have

Educational Background

Bachelor's degree in Industrial Engineering, Applied Mathematics, Statistics, or Operations Research.

Work Experience

2 - 3 years in workforce management, forecasting, or scheduling within high-volume digital contact centers

Technical Proficiency

Mastery of Excel/Google Sheets (nested formulas, pivot tables, macros) and WFM tools (e.g., Tymeshift, Genesys, Verint, Injixo); basic SQL knowledge is a plus.

Analytical Skills

Strong numerical agility, statistical forecasting capability, and real-time operational problem-solving under pressure.

Domain & Operational Knowledge

Deep understanding of contact center metrics (SLA, AHT, Shrinkage, Occupancy).