WFM Specialist

Job Title: Workforce Management (WFM) Specialist

Department: Mortgage
Reporting To: Team Leader / Ops Manager / Sr. Manager
Location: Vadodara
Shift Timings: Flexible start times between 11:30 PM and 5:30 AM IST, aligned to client needs

Role Summary
The WFM Specialist is responsible for creating, maintaining, and optimizing schedules for call center agents using a Workforce Management (WFM) tool. The role supports optimal resource coverage to meet service level agreements (SLAs), operational efficiency, and client expectations while balancing agent productivity and adherence.
Key Responsibilities

• Maintain accurate workforce data within the WFM system.
• Create and publish daily, weekly, and monthly agent schedules using the WFM tool
• Manage shift patterns, rotations, breaks, leaves, holidays, and overtime.
• Ensure adequate staffing coverage aligned with forecasted call volumes.
• Process the approved schedule change requests (PTO, shift swaps, VTO, OT, businessapproved adjustments).
• Perform intraday schedule adjustments to address absenteeism, demand fluctuations, or unplanned events.
• Configure and maintain agent skill assignments for accurate routing and prioritization.
• Revert temporary skill changes to maintain longterm workforce balance.
• Ensure compliance with workforce management policies and operational standards.
• Deliver timely and accurate reporting on adherence, occupancy, and service performance.

Essential Skills

• Handson experience with workforce management tools, preferably Ring Central.
• Strong understanding of call center metrics (AHT, SL, ASA, Shrinkage)
• Strong analytical and problemsolving abilities.
• Proficient in MS Excel (pivot tables, formulas, basic analysis)
• Excellent communication and interpersonal skills.
• Ability to thrive in fastpaced, SLAdriven environment.

Experience & Education

• Minimum 3 years of experience with at least 1 year of experience in WFM role in an international call center environment.
• Bachelors/ masters degree (in Commerce/Law/Business administration).