Specialist, WFM Real Time

As a Specialist – Workforce Management – Real Time, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Have a passion to solve work puzzles in real time? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to ensure staffing needs are coordinated and proper adjustments are made in daily programs to meet clients’ needs. You’ll analyze and compare staffing daily headcount to total headcount, how many people are necessary for each interval, and make recommendations on how to staff the total program.

You’ll report to the WFM Real Time Senior Specialist. You’ll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You’ll

• Pinpoint areas for improvement through monitoring call volumes and analyzing staffing needs to adjust the program for success.
• Monitor the Service Level performance and make recommendations to ensure the SLs are green.
• Monitor the schedules of teammates and flag any alarms.
• Use your knowledge and understanding of client needs to analyze and prepare staffing reports with new information.
• Forecast staffing and recommend headcounts on a day-to-day, short-term basis.
• Keep a track of absenteeism, tardiness, over time, etc in a reporting fashion.
• Bring your time management and organizational skills to manage multiple, complex, on‐going tasks.
  
  
  

What You Bring to the Role

• Any Graduation or equivalent
• Solution-oriented mindset
• Understanding, interpreting, and manipulating data for reporting
• Computer experience
  
  
  

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Primary Location

India-Gujarat-Ahmedabad