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Senior Specialist WFM Planning

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TTEC

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Location:
India , Ahmedabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Senior Specialist WFM Planning - Workforce Management – Administration, Ahmedabad, you’ll be a part of creating and delivering amazing customer experiences. You'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made. You’ll make sure scheduling policies are followed as you survey the landscape for what’s ahead and support the business. You’ll report to the Manager. You’ll the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations.

Job Responsibility:

  • Create and maintain agent schedules aligned to forecasted demand
  • Manage shifts, rotations, breaks, leaves, and shrinkage patterns
  • Publish schedules within SLA timelines and handle change requests
  • Analyze schedule efficiency and recommend optimizations
  • Partner with Operations to balance coverage, compliance, and employee experience

Requirements:

  • 6 months or more data analysis experience
  • High school diploma or equivalent
  • Understanding, interpreting, and manipulating data for reporting
  • An analytical mind set
  • Excellent attendance
  • Strong written and verbal communications skills
  • Strong attention to detail
  • A team player mindset
  • Exceptional problem solving skills
  • Proficiency in Microsoft Office applications such as Excel, Outlook (Word and Powerpoint knowledge is a plus)
  • Should be comfortable working in a 24 by 7 environment (any shift, WOs)
  • Manage multiple call queues in real time for efficient call center operations
  • Manage the call volume, daily attendance, and program break schedules
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Watch staffing levels at queue level to ensure planned coverage is met on the interval level
  • Manage real-time metrics such as: Service Level, Average Speed of Answer, Schedule, Breaks Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds
  • Provide outage and crisis management (Facilitating communications between IT teams, site management and Client)
  • Manage Interval, daily, weekly and monthly plan objectives
  • Provide Key Performance Indicator (KPI) reporting to Client and Results management teams
  • Provide real-time skilling adjustments
  • Serve as the main contact point between Results and our Client Partners
What we offer:
  • Knowledgeable, encouraging, supporting and present leadership
  • Diverse and community minded organization
  • Career-growth and lots of learning opportunities for aspiring minds
  • Competitive compensation, performance bonus opportunities, benefits

Additional Information:

Job Posted:
January 26, 2026

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