Workforce Management

We are looking for a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support the effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment. Key Responsibilities: Workforce Management (WFM): Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX). Coordinate shift bids, schedule changes, and time-off planning. Monitor intraday performance and adjust staffing in real-time as needed. Quality Management (QM): Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms. Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism. Collaborate with supervisors and training teams to close performance gaps and improve customer experience. Reporting & Analysis: Generate and distribute performance reports (adherence, occupancy, QA scores, service levels). Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness. System Administration & Support: Administer user profiles, roles, and access within WFM/QM systems. Work with IT/Telecom teams for system updates, upgrades, and issue resolution. Conduct testing and validation after system changes or configuration updates. Process Improvement: Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking. Participate in cross-functional initiatives related to agent performance, training, and optimization.

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