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).