Track service levels, queue backlogs, and agent adherence using WFM tools.
Execute dynamic staffing adjustments based on volume trends, shrinkage, and system events.
Coordinate with outsourced sites on SL (Service Level) management via a 24x7 bridge and update the WFM team through SharePoint notes.
Lead global incident response for WFM-related disruptions, ensuring rapid resolution and communication.
Recognize and initiate escalation processes for system outages, submit problem tickets to the hot desk, and implement tactics to maintain SLs.
Support routing profile changes and queue management in real time (within approved governance).
Review and respond to real-time support requests from internal stakeholders with clear decision rationale, impact assessment, and documentation.
Maintain an auditable decision trail for high-impact actions (coverage risk events, escalations, exceptions, overrides) aligned with compliance requirements. III- Advanced Workforce Analytics & Forecasting Support Analyze historical and intraday data to identify trends, anomalies, and optimization opportunities.
Run “what-if” simulations to assess staffing impacts (e.g., AHT shift, shrinkage changes, routing changes, backlog surge) and recommend proactive actions..
Prepare and communicate daily/weekly/monthly handoff reports to WFM leadership and operations with drivers, actions taken, and next-step recommendations.
Produce daily/weekly/monthly adherence reporting and highlight patterns that require coaching, training, or process changes IV- Cross-Regional Collaboration & Stakeholder Engagement Serve as the global point of contact for intraday escalations and performance updates across regions and vendors.
Collaborate with regional operations, product, quality, and support teams to align staffing strategies, SLAs, and response playbooks.
Build strong working relationships with internal stakeholders and third-party partners; communicate clearly across cultures and time zones.
Support global initiatives such as product launches, seasonal ramp-ups, migrations, and process changes by providing staffing risk visibility and intraday execution support.
Build and maintain operational dashboards (Power BI/Tableau/WFM-native dashboards) that enable fast decision-making and consistent global visibility).
Identify repetitive/manual intraday tasks that can be automated, and propose improvements with clear value and feasibility.
Maintain lightweight documentation for new automations (what it does, when it triggers, how to override, and escalation path).
Handle sensitive data appropriately; maintain confidentiality and follow data governance and access control standards.
Ensure automation and AI recommendations remain assistive, explainable, and auditable especially when outcomes could impact pay, performance management, or employee fairness.
Support long-term planning teams by providing operational insights, intraday learnings, and risk signals that improve planning assumptions.
Support Operations with variable cost awareness and staffing actions that protect service while minimizing unnecessary cost.
Identify risks early and provide mitigation options (cross-skill actions, shift adjustments, vendor coordination, backlog tactics).
Update the WBR, MBR, and Quarterly operations performance review. Qualifications and
I- Global Intraday & Real-Time Operations Monitor and manage real-time performance metrics across global sites and channels.
Requirements
V-Technology, Automation & AI Use case Development (Invent, simplify and standardize This role is expected to actively drive efficiency and automation, not only execute today’s process Leverage enterprise WFM platforms (e.g., NICE IEX, RingCentral or equivalent), CRM tools, and BI platforms for real-time monitoring and reporting..
VI- Define AI use cases by translating operational pain points into structured proposals Problem statement, current state vs target state Required data inputs + systems integration needs guardrails (human approval, audit trail, fairness considerations) Measurable
benefits (hours saved, faster response time, fewer SLA breaches, reduced variance) Partner with Analytics/Data teams and Tech teams to test and scale solutions (AI + rules + workflow automation), ensuring reliability and adoption.
Proficiency in WFM tools and contact center platforms.
Proven ability to analyze data and drive decision-making.
Experience in real-time performance monitoring and escalation management. Preferred: Bachelor’s degree in Business, Analytics, or related field.
Experience supporting multilingual, multi-channel contact centers. Familiarity with global labor laws and scheduling practices.
Experience with automation, process mapping, and continuous improvement methodologies (Example: Lean, Six Sigma).
Knowledge of SQL and data visualization tools (Example: Power BI, Tableau or any other dashboarding system). #LI-APAC Joining us is more than saying “yes” to making the world a healthier place.
Experience
Experience Required: 3+ years in Workforce Management with global or multi-region scope.
Additional details
Real-time monitoring and reporting of schedule deviations such as breaks, absenteeism, late logins, early logouts, and other non-adherence.
Serve as the primary interface between WFM and Site Operations leadership to establish and strengthen a positive partnership.
II- Real-Time Ticket & Change Management Manage real-time tickets related to schedule change requests, non-production time requests.
Provide time & attendance operational support to team leads and operations (guidance, validations, exception triage).
Partner with forecasting and scheduling teams to improve input quality, refine assumptions, and strengthen accuracy.
Run Daily, weekly, monthly agent adherence reports.
Examples include: automated SLA breach prediction alerts and “next best action” suggestions automated exception classification for adherence deviations automated ticket intake triage and routing automated daily handoffs and incident summaries automated compliance checks across systems (e.g., approvals vs submissions.
VI- Compliance, Risk, and Responsible Automation (Non-Negotiable Standards) Operate within global labor practices, time & attendance policies, and regional scheduling requirements.
Escalate ambiguous or high-risk situations appropriately and document the decision path.
VIII- Strategic Workforce Planning Support Create efficient, implementable headcount plans based on long-term forecasting.