Qualifications:

• Bachelor's Degree

• 1-2 years' work experience in workforce management in a contact center environment

• 2-4 years overall experience

• Good analytical skills

• Banking industry experience is highly preferred

• Exposure to UK and/or US Banking industry is an advantage

• Excellent in MS Excel & number crunching

• Experience with Workforce Management software (scheduling, performance tracking, reporting)



Key Responsibilities:

• Monitoring call center queues and agent adherence to schedules in real-time.

• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).

• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.

• Handling escalations and collaborating with team leaders to resolve issues.


you available to start once hired?